Crm team leader

Company Description

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.

Job Description

About the Role

We are seeking an exceptional and visionary leader to head the newly formed NowNext CRM Execution Team. This is a high-profile, highly political role within a lighthouse program directly sponsored by Bill McDermott and Steve Zirkel’s office.

The NowNext CRM program aims to transform strategic customers by migrating them from legacy CRM systems (Salesforce, Pega, and others) to the ServiceNow AI Platform, driving measurable outcomes such as 50%+ CRM run-cost savings and positioning ServiceNow as the leading AI CRM platform.

The Execution Team Leader will build, lead, and manage a dedicated team of 14 experts to rapidly implement these initial high-value CRM projects, ensuring seamless delivery from sales handoff through project completion.

Key Responsibilities

Program Leadership & Strategy

• Lead the overall vision and execution of the NowNext CRM program’s initial lighthouse projects.
• Build and execute a program plan focused on rapid delivery (“weeks, not years”) for industry-defining customers.
• Ensure alignment with executive-level sponsorship and expectations for transformative outcomes.
• Strategize on blending new hires with internal talent to form cohesive, high-performing delivery teams.
  
  

Team Building & Management

• Recruit, hire, and onboard a 14-person task force, including:
• 4 Technical Project Managers
• 4 Technical Consultants
• 4 Business Process Consultants
• 2 Quality Assurance Consultants (Testers)
• Own the recruitment process end-to-end, including job descriptions, candidate pipelines, and collaboration with internal recruiters.
• Mentor and manage the team, fostering rapid execution, SME development, and career progression (e.g., incubating Testers into future BPCs or TCs).
• Navigate and manage the political dynamics of forming a distinct, high-visibility team within Expert Services.
  
  

Project Execution & Delivery Oversight

• Oversee execution of high-profile, executive-sponsored deals with rapid sales cycles (scoped in ~3 days).
• Ensure seamless transition from the “two-in-a-box” pre-sales model (Pre-sales Architect + CRM Workflow Architect) into project delivery.
• Drive agile, fast-tracked project delivery even with flexible or evolving SOWs, ensuring strong governance and customer engagement.
• Collaborate with account teams, Inspire Value, Innovation, STEP Industry Solutions, Global Industries, CEG, and Elevate in the sales-to-delivery motion.
  
  

Operational & Asset Development

• Develop reusable assets for NowNext CRM delivery (standardized SOWs, scoping decks, process flows, playbooks).
• Contribute to strategic migration roadmaps and implementation frameworks for scaling beyond lighthouse projects.
• Engage partners for co-delivery where appropriate, establishing repeatable patterns.
  
  

Qualifications

Qualifications & Experience

Required

To be successful in this role you have:

• Demonstrated experience in building and scaling high-performing teams, ideally replicating past successes in professional services or consulting (e.g., Appirio or similar).
• Proven track record in program management and delivery leadership within enterprise software implementations (CRM/ERP preferred).
• Significant experience in recruitment and hiring, including sourcing specialized talent.
• Strong understanding of CRM transformations (Salesforce, Pega, ServiceNow, or similar platforms).
• Ability to envision and implement processes, methodologies, and people structures in high-stakes, fast-moving environments.
• Exceptional leadership, communication, and stakeholder management skills — including comfort in politically sensitive, executive-sponsored initiatives.
  
  

Preferred

• Familiarity with the ServiceNow Now Platform (Customer Service Management, Sales, FSM, CPQ/CLM).
• Technical acumen across software development, solution architecture, and business process re-engineering.
• Experience with AI/automation programs and applying AI to CRM or service workflows.
• Previous success delivering in high-visibility, executive-led programs
  
  

Success in this role looks like

• A fully staffed and high-performing Execution Team within 90 days.
• Successful delivery of lighthouse CRM projects on accelerated timelines, producing measurable business outcomes (50%+ run-cost savings, AI automation, adoption).
• Creation of repeatable assets and playbooks that scale delivery beyond initial projects.
• Recognition as a trusted leader by executives, customers, and internal teams.
• Establishing the Execution Team as the model for how ServiceNow leads the AI CRM market.
  
  

Why join us

• This is a unique opportunity to lead a foundational program at ServiceNow, with direct sponsorship from the highest levels of leadership. As the NowNext CRM Execution Team Leader, you will build and guide a team that will deliver industry-defining customer transformations and set the blueprint for ServiceNow’s future as the world’s leading AI CRM platform.
  
  

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.

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 [email protected] 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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