AVP, Solution Consulting - CRM CoE Lead, EMEA

Job Description:

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.

What you get to do in this role
As the AVP, Solution Consulting CoE Lead for CRM in EMEA, you will drive strategic alignment, capability acceleration, and market intelligence across our CRM solution consulting community. Your mission centres on three core pillars: translating ServiceNow's CRM technical capabilities into field-ready conversations that win deals; upskilling our SC community to deliver consistent, differentiated value; and deepening your understanding of EMEA market evolution through direct engagement in large, complex customer deals.
You'll act as a strategic partner to EMEA sales, pre-sales, and product teams, defining and operationalizing the technical narratives, solution plays, and customer conversations that accelerate readiness for new and evolving CRM offerings. You'll scale best practices and learnings across the region, translating insights from customer engagements into continuously improved field-ready tools and guidance. Your depth of CRM and enterprise software expertise will enable you to coach complex deals at both technical and commercial levels, ensuring our solutions address the most sophisticated customer requirements in customer service, field service, and broader CRM transformation

Candidate Requirements:

Key focus areas will include
Define Technical Plays into Field-Ready Conversations
* Translate CRM solution architecture, capabilities, and product roadmap into compelling customer conversations and technical narratives
* Define and articulate the unique value of ServiceNow's unified CRM platform across Customer Service Management (CSM), Field Service Management (FSM), Sales Cloud CRM, and revenue intelligence
* Develop industry-specific and use-case-specific technical plays (financial services, healthcare, manufacturing, public sector) that drive pipeline and accelerate customer buying cycles
* Establish technical storytelling standards, demo flows, and deep-dive methodologies for CRM positioning at each sales stage
Upskill the SC Community Across EMEA
* Foster a thriving CRM specialist community by curating and sharing best practices, customer insights, technical assets, and enablement resources
* Lead onboarding and continuous upskilling programs for SCs and pre-sales engineers, ensuring consistent CRM capability across geographies
* Identify capability gaps across EMEA regions and partner with Major Area leaders on targeted skills development
* Provide coaching on complex customer scenarios, competitive positioning, and technical validation at scale
* Champion excellence in CRM demo strategy, technical validation methodology, and solution design workshops
Understand EMEA Market Evolution Through Customer Engagement
* Engage directly in large, complex customer deals and pipeline-building activities to understand EMEA market trends, customer pain points, and competitive dynamics
* Coach deal teams and hiring managers on CRM strategy, technical validation, and value articulation for transformational opportunities
* Translate customer insights, market feedback, and competitive observations into field enablement, tool improvements, and product positioning recommendations
* Build and maintain relationships with key EMEA customers, partners, and industry stakeholders to ensure ServiceNow is positioned as the partner for CRM transformation