Senior Solution Architect, Professional Services

Description

This senior role sits within the company's Professional Services team and combines solution architecture, executive-level consulting, and leadership of the Professional Services function across the Americas.

You'll work directly with customer executives and technical leads from the first design session through rollout, adoption, improvement, and growth of the deployment. Beyond the technical design, you'll help customers plan the process and organizational shifts needed to adopt the software and reach measurable results.

Inside the company, you'll be a senior voice for the Americas Professional Services group, raising consulting standards, coaching technical staff, managing risk across complex customer accounts, and coordinating with Product and Engineering, Support, Customer Success, Solution Engineering, and Sales.

The company builds service software for customer experience and employee experience, and it serves over 74,000 customer companies with 4,500 employees worldwide.

Responsibilities

• Advise CIOs, CTOs, business leaders, and senior technical stakeholders on how technology choices drive business results.
• Own discovery and architecture work for major engagements, turning customer goals into scalable designs and rollout plans.
• Lead customers through change: adoption, process redesign, stakeholder alignment, governance, and new working habits.
• Direct technical and consulting work during implementation, guiding teams through hard architecture choices, delivery risk, and customer escalations.
• Work with Sales and Solution Engineering so deals are scoped accurately, can be built, and are set up for delivery.
• Produce architecture diagrams, process maps, integration designs, and other documents that implementation teams use.
• Spot chances to improve and extend live solutions as customer needs and organizations change.
• Counsel customers on AI, automation, and agentic capabilities, covering the data, governance, security, adoption, and operations needed to deploy them well.
• Coach architects and consultants and raise the consulting standards used throughout the Americas team.
• Act as the senior escalation contact for complicated customer accounts, coordinating across Professional Services, Sales, Customer Success, Support, and Product and Engineering.

Requirements

• Deep background in client-facing consulting, architecture, or enterprise SaaS delivery work.
• Deep understanding of ITSM and/or ESM, with experience in areas like ITOM, ITAM, or ITIL.
• Track record leading complicated enterprise engagements from discovery and design through rollout and adoption.
• Leadership in Professional Services, shown by coaching consultants or architects, handling complex customer portfolios, or building consulting practices.
• Proven ability to advise C-suite leaders and senior technical people on complicated technology and transformation projects.
• Experience guiding customers through organizational change, process redesign, technology rollout, and getting stakeholders aligned.
• You can design across automation, workflows, APIs, enterprise integration, cloud, and SaaS.
• Explain tricky technical choices and their trade-offs in plain terms to executives and engineers.
• Able to travel 25% of the time to meet customers and colleagues.
• Preferred: ITIL certification, or proven ITIL or service-management expertise.

Conditions

Base pay ranges from $115,700 to $166,400 USD per year, plus commissions.

Pay is set by several factors, including location, experience, job-related skills, and level, and the list is not exhaustive.

A bonus or equity may be available.

The company is committed to equal opportunity for all candidates.

Benefits

• Medical, dental, vision, disability, and life insurance, with several plan options.
• Equity and an employee stock purchase plan (ESPP).
• Flexible PTO, flexible spending, commuter benefits, and wellness benefits.
• Parental leave and adoption leave.