Senior Manager, CRM & Industry Expert Services

Senior Manager, CRM & Industry Expert Services

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are seeking a Senior Manager to join our growing Expert Services team supporting CRM and Industry Workflows. This leader will manage a team of Solution Architects and Consultants who partner with customers to design and implement CRM solutions on the ServiceNow platform. The Sr. Manager will play a critical role in enabling customer success, ensuring high-quality project delivery, and driving growth of the CRM & Industry Expert Services practice.

What You'll Do

• Lead & Develop Talent : Manage and mentor a high-performing professional services team, including Solution Architects, Technical Consultants, and Business Consultants. Build career paths, set performance expectations, and foster a culture of customer success and innovation.
• Delivery Excellence : Oversee the successful implementation of CRM and Industry workflow projects, ensuring engagements are delivered on time, within scope, and with the highest level of quality.
• Customer Partnership : Act as a trusted advisor to executives and stakeholders, helping them maximize value from the ServiceNow platform through industry-specific CRM solutions.
• Practice Development : Contribute to building delivery methodologies, playbooks, and accelerators to scale the CRM & Industry practice. Partner with GTM, Product, and Partner organizations to strengthen offerings and delivery capacity.
• Operational Leadership : Manage team utilization, project staffing, and financial performance to achieve revenue and margin goals.
• Innovation & Enablement : Drive adoption of new CRM capabilities, AI-powered workflows, and industry-specific solutions across your team and customers.

What We're Looking For

Why Join Us

For positions in this location, we offer a base pay of $146,400 - $256,200, plus equity (when applicable), variable / incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.