ServiceNow is a global market leader in AI-enhanced cloud technology, serving over 8,100 customers, including 85% of the Fortune 500®. Our platform connects people, systems, and processes so organizations can work smarter, faster, and better. We pursue our purpose to make the world work better for everyone. 

Join us to put AI to work for people.

As the AVP, AMS CRM Solution Consulting, you own the pre-sales technical engine behind one of ServiceNow's fastest-growing bets: CRM. You will lead a multi-layer organization of first- and second-line Solution Consulting leaders and their teams across the Americas, directly accountable for the Net New Annual Contract Value (NNACV) that CRM delivers. This is an execution role at heart. Your mandate is to convert ServiceNow's next-generation, AI-native CRM vision into consistent, repeatable pre-sales motions that win—at speed and at scale. 

You will re-establish a tight connection between the field and CRM product, build the next generation of pre-sales talent around the Forward Deployed Engineer (FDE) model, and lead the shift from a demo-centric to a proof-of-value (POV) centric go-to-market motion. Above all, you will drive speed, simplification, and clarity—scaling the organization through AI automation and operating as a single, unified engine of execution alongside your CRM selling peers. 

What you'll do… 

Own the number – drive CRM NNACV growth 

• Carry direct accountability for AMS CRM NNACV targets and mobilize the Solution Consulting organization to achieve and exceed double-digit ACV growth. 

• Translate the number into clear team-level and individual pre-sales motions; forecast technical win rates and remove the blockers that slow deals. 

• Partner with CRM sales leadership to prioritize the opportunities, use cases, and industries where CRM wins fastest. 

Build the next-generation pre-sales organization (FDE model) 

• Lead and grow the next generation of pre-sales talent, evolving the Solution Consultant role toward the Forward Deployed Engineer (FDE) model—technical leaders who build alongside customers rather than present to them. 

• Participate in and accelerate the transition from a demo-centric to a POV-centric pre-sales GTM motion, making working proof-of-value the default way CRM earns technical trust. 

• Recruit, develop, and retain elite technical talent, and build a bench of first- and second-line leaders ready for scale. 

Champion AI and the future of CRM 

• Understand and guide the market's intense focus on AI alongside the world's demand for a next-generation CRM, positioning ServiceNow's AI-native CRM as the answer. 

• Keep the organization fluent in agentic AI, Now Assist for CRM, and the platform capabilities that differentiate ServiceNow from legacy CRM incumbents. 

• Bring an outside-in view of where CRM and AI are heading into product, GTM, and enablement decisions. 

Scale through automation – speed, simplification, and clarity 

• Drive a passionate, relentless emphasis on using AI automation tools to scale the pre-sales organization—doing more through focus, not headcount. 

• Simplify how the team works: fewer and better assets, standardized POV frameworks, and automated demo and environment provisioning. 

• Make speed, simplification, and clarity the operating standard for every motion the team runs. 

Reconnect the field to CRM product 

• Re-establish a strong, two-way connection between AMS Solution Consulting and CRM Product Management so that field insight shapes the roadmap and product direction reaches the field fast. 

• Serve as a trusted voice of the customer, channeling technical wins, losses, and gaps into product priorities. 

• Ensure the team consistently represents the current, differentiated CRM story—not the last generation's. 

Lead with consistent motions, clear messaging, and accountability 

• Drive first- and second-line leaders to clear, consistent messaging and visible leadership accountability across the organization. 

• Establish consistent motions and communication rhythms so every team runs the same plays to the same standard. 

• Motivate the team and the broader CRM community to rally around shared, ambitious growth targets. 

Operate as a single engine of execution 

• Work with CRM selling peers—sales, product, value, and partner leaders—as one integrated engine of execution, not adjacent functions. 

• Align pre-sales strategy, coverage, and investment with the broader CRM go-to-market plan. 

• Represent AMS CRM Solution Consulting in cross-functional and global forums, ensuring consistency across regions. 

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To be successful in this role you have: 

• Extensive experience (10+ years) leading pre-sales, solution consulting, or technical sales organizations at scale, including leading other leaders (managing managers). This team is appox. 110 ICs and 16 managers. 

• 10+ years in leadership role in Solution Consulting domain 

• A consistent record of owning and delivering against ACV / NNACV or equivalent revenue-tied targets in a software or SaaS environment. 

• Deep understanding of the CRM market and the disruption that AI and agentic automation are bringing to it. 

• Fluency with AI and automation tools and a demonstrated bias toward using them to scale teams and simplify how work gets done. 

• Experience evolving pre-sales motions—especially moving teams from demo-centric to POV / proof-of-value-centric selling. 

• Exceptional communication and executive presence, with the ability to set clear messaging and hold leaders accountable to it. 

• Strong cross-functional operating skills and a track record of aligning sales, product, and pre-sales into a single execution engine. 

• A talent magnet who can recruit, develop, and retain top technical leaders and individual contributors. 

• Bachelor's degree in a technical or business field, or equivalent work experience. 

• Expected to travel up to 50% of the time on average. 

JV20

For positions in this location, we offer a base pay of $225,825 - $372,600, 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.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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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