Senior Solution Architect, Professional Services

Description

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

You will advise customer executives and technical leads from design and rollout through adoption, tuning, and growth. Beyond the right technical design, you help customers handle the process and organizational shifts needed to adopt the technology and reach measurable results.

Internally, you are a senior voice in the Americas Professional Services group. You help raise consulting standards, coach technical staff, handle high-risk customer portfolios, and work closely with Sales, Solution Engineering, Customer Success, Support, and Product and Engineering.

The company builds service software for customer and employee experience. It is used by over 74,000 companies and has more than 4,500 employees worldwide.

Responsibilities

• Act as a trusted adviser to CIOs, CTOs, business leaders, and senior technical stakeholders, linking technology choices to business results.
• Run discovery and architecture work, turning customer goals into scalable technical designs and rollout plans.
• Help customers manage organizational change, covering adoption, process redesign, stakeholder buy-in, governance, and new ways of working.
• Give technical and consulting leadership during implementation, helping teams work through hard architecture choices, delivery risks, and escalations.
• Work with Sales and Solution Engineering so deals are scoped accurately, are technically feasible, and are set up for successful delivery.
• Produce architecture diagrams, process flows, integration designs, and other documentation for implementation teams.
• Spot chances to improve and extend live solutions as customer needs and organizations change.
• Advise on AI, automation, and agentic capabilities, including the data, governance, security, adoption, and operations needs for a successful deployment.
• Coach architects and consultants and help set Professional Services best practices across the Americas.
• Act as the senior escalation point for complex customer work, coordinating with Professional Services, Sales, Customer Success, Support, and Product and Engineering.

Requirements

• Significant experience in Professional Services, technology consulting, solution architecture, or enterprise SaaS delivery.
• Solid grasp of IT service management (ITSM) and/or enterprise service management (ESM), such as ITOM, ITAM, or ITIL practices.
• Experience leading large enterprise customer work from discovery and design through implementation and adoption.
• Professional Services leadership, such as leading or coaching consultants and architects, managing complex customer portfolios, or building a consulting practice.
• Proven ability to advise C-suite and senior technical leaders on complex technology and transformation programs.
• Experience guiding customers through organizational change, process redesign, technology adoption, and stakeholder alignment.
• Strong architecture skills across SaaS, cloud, enterprise integrations, APIs, workflows, and automation.
• Clear communication of complex technical decisions and trade-offs to both executive and technical audiences.
• Travel 25% of the time for customer and internal meetings.
• Preferred: ITIL certification or proven ITIL or service-management expertise.

Conditions

Pay range is $160,000 to $230,000 USD per year, plus commissions.

Pay depends on factors such as location, experience, job-related skills, and level.

Bonus or equity may be available.

The company is an equal opportunity employer that values diversity across backgrounds.

Benefits

• Medical, dental, and vision coverage, plus disability and life insurance options.
• Equity and an employee stock purchase plan (ESPP).
• Flexible PTO, flexible spending accounts, commuter benefits, and wellness benefits.
• Adoption and parental leave.