Senior Principal CRM Architect

ServiceNow; Paris; Hybride; EUR 70 000 - 90 000; Plein temps

Résumé du poste

A leading technology company in Paris seeks a CRM Architect to enhance its CRM strategy by supporting enterprise customers throughout their ServiceNow journey. You will engage with stakeholders, design service solutions, and drive CRM transformation initiatives. Candidates should have extensive experience in CRM leadership, strong consulting competencies, and proven expertise with competitive solutions like Salesforce. Excellent stakeholder management skills and a consultative mindset are crucial. This role offers flexibility to work remotely or on-site.

Qualifications

• Proven experience leading CRM transformation initiatives including large-scale platform rollouts.
• Experience as a Presales Architect or Consultant in competitive solutions like Salesforce or Microsoft.
• Strong problem-solving skills and strategic thinking ability.

Responsabilités

• Engage with stakeholders to provide expert advice on optimizing operations.
• Design end-to-end solutions using ServiceNow products based on business requirements.
• Analyze current state to identify opportunities for process improvement.

Connaissances

CRM Transformation Experience

Implementation Service Expertise

Consultative Mindset

Stakeholder Management

Technical Acumen

User Experience

Analytical Skills

Formation

Competitive certifications (e.g., Salesforce, ServiceNow)

Description du poste

Job Description

As a CRM Architect , you will play a vital role in our CRM strategy by supporting our enterprise customers throughout their ServiceNow journey, defining the business value and tailoring end-to-end solution architecture to their specific needs, business model, value chains, and streams. You will collaborate closely with stakeholders to understand their strategic objectives, bring industry best practices for common challenges and use cases, map these to ServiceNow Industry Solutions, and help the customer understand the value of ServiceNow compared to competitors. You will also document and guide the delivery of transformative ServiceNow implementations, leveraging your experience and knowledge of the telecommunications industry.

Key Responsibilities

• Consult and Advise : Engage with senior VP+ stakeholders to understand their short-term and long-term goals and challenges, providing expert advice both in pre-sales and delivery capability on how ServiceNow can optimize their operations.
• Solution Design : Design and architect end-to-end solutions using ServiceNow Industry products that align with business requirements and Industry best practices, with strong focus on service management, customer service, automation, and user experience, clearly defining the value of ServiceNow.
• Process Improvement : Proactively analyze the current state and identify new options for improving ways of working to achieve / exceed business results. Make sense of complex or contradictory information to effectively solve problems.
• Cross-Functional Collaboration: Work closely with IT, operations, business stakeholders, product, and other external and internal teams to ensure that solutions are aligned with business needs and are implemented effectively. Constantly positioning effective cross-product solutions for the industry.
• Industry Best Practices: Drive and develop plans for the adoption of Industry Best Practices across ServiceNow products at process, solution architecture and technical leadership in the configuration, customization, and implementation of ServiceNow Industry Solutions.
• Thought Leadership : Keep up to date on the emerging and latest Industry & competitive trends, the latest ServiceNow capabilities, trends, and best practices, sharing regularly this knowledge with the team and clients.

Qualifications

• CRM Transformation Experience: Proven experience leading or contributing to end-to-end CRM transformation initiatives, including assessment of legacy CRM landscapes, definition of target operating models, redesign of customer-facing processes (sales, service, fulfillment), and execution of large-scale CRM platform rollouts. Experience guiding customers through change management, adoption, and value realization in complex, multi-stakeholder CRM programs.
• Implementation Service Expertise: Proven experience as a Presales Architect, Solution, Platform Architect, or Principal Consultant in competitive solutions, such as e.g., Salesforce, Microsoft, or Pegasystems, with a strong understanding of service management and customer service processes.
• Consultative Mindset: Strong problem-solving skills with the ability to think strategically and drive complex projects from concept to completion.
• Stakeholder Management: Excellent communication skills with the ability to engage and influence stakeholders at all levels.
• Technical Acumen : Understanding of integration, data models, and process automation, with the ability to communicate technical concepts to non-technical audiences.
• User Experience : Ability to deliver solutions that provide best-in-class user experience with a focus on ease of use, logical process flows, accessibility, and productivity.
• Analytical Skills : Experience in analyzing business processes, creating workflow diagrams, and documenting requirements in a clear and concise manner.
• Certifications : Competitive certifications, such as Salesforce certifications (e.g., Service Cloud Consultant) or ServiceNow certifications (e.g., CSA, CIS-CSM), are highly preferred.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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