AVP, Solution Consulting CRM CoE Lead, EMEA

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 ServiceNows 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.

Youll 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. Youll 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.

Qualifications :

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 ServiceNows 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

Additional Information :

Key Responsibilities

Define CRM technical narratives solution plays and customer conversations that align with EMEA sales strategy and customer requirements

Serve as the central resource for CRM solution consulting excellence driving consistency in technical storytelling demos and value articulation across EMEA

Lead the development and evolution of CRM-specific assets including technical deep dives industry use cases competitive positioning materials and solution design templates

Provide always-on enablementcoaching feedback and supportto SC teams and deal leaders on CRM strategies technical validation and customer conversations

Partner with EMEA sales leadership and hiring managers to accelerate readiness for new CRM capabilities and emerging solution offerings

Engage in complex customer deals at technical and strategic levels contributing to pipeline acceleration and ensuring technical requirements are understood and addressed

Coordinate CoE initiatives including demo environments industry-specific playbooks onboarding programs and knowledge sharing forums

Collaborate cross-functionally with EMEA pre-sales Sales Product and Enablement to align go-to-market strategies and drive CRM portfolio growth

Measure and report on the effectiveness of CRM pre-sales practices assets and enablement programs; iterate based on feedback and market data

Represent EMEA pre-sales in global CRM CoE forums and contribute to shaping global standards for CRM solution consulting excellence

Develop and maintain thought leadership on CRM market trends customer transformations and ServiceNow differentiation in Customer Service Field Service and Sales Cloud

To be successful in this role you have

10 years of enterprise software pre-sales experience with deep focus on CRM customer service or field service solutions

Proven success in a large global matrixed sales organization preferably with specialist solution consulting experience in CRM or related domains

Demonstrated expertise in CRM solution architecture including Customer Service Management Field Service Management Sales Cloud CRM and/or revenue intelligence solutions

Deep knowledge of CRM market landscape customer challenges across industries and competitive positioning

Strong understanding of ServiceNows CRM platform and broader portfolio with ability to position CRM within integrated workflow and automation narratives

Experience defining and delivering solution plays technical narratives and sales assets from inception to adoption across large teams or geographies

Track record of coaching and enabling solution consulting teams or pre-sales organizations at scale

Expertise conducting complex customer conversationstechnical deep dives executive briefings technical validation and deal strategy at all customer levels

Outstanding communication skills with ability to translate CRM complexity into compelling narratives for both technical and executive audiences

Familiarity with modern CRM market dynamics emerging use cases (AI-driven customer intelligence omnichannel service field force optimization) and industry trends

Experience in or understanding of customer service field service or customer-facing operations and the business drivers behind CRM transformation

Demonstrated ability to influence and collaborate across functionssales product enablement marketingto drive alignment and results

Self-starter with ownership mentality ability to work independently and across geographies and a win as a team mindset

Experience presenting to large internal and external audiences including customer events partner forums and industry conferences

Strong organization time management problem-solving and presentation skills

International and/or EMEA-based experience is a plus; fluency in English is required; additional European languages are an asset

Remote Work :

No

Employment Type :

Full-time