Key Account Director - CRM - TMT
ServiceNow · Posted Nov 4
Cloud-based workflow automation and artificial intelligence platform services
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About the role
ServiceNow's CRM and Industry Workflow solutions, built on its AI platform, connect customer engagement, sales, service, field operations, and enterprise workflows. This role drives market success for those solutions across the Telecom, Media, and Technology vertical. The Account Director supports territory strategy and account planning, engages customers on AI-led CRM transformation, and identifies CRM opportunities across sales, service, field operations, and industry workflows.
What you will do
- Support territory strategy and planning to improve vertical understanding, account use-case targeting and execution across Manufacturing, Retail and Distribution accounts.
- Provide strategic input to Account Executives during account planning, identifying opportunities for CRM-led transformation and industry-specific workflow adoption.
- Ensure territory strategy and account recommendations are aligned with ServiceNow's Now Value principles and measurable business outcomes.
- Engage with customers to envision digital transformation opportunities, articulate business value and develop strategic transformation roadmaps in collaboration with account teams and partners.
- Drive AI-led CRM transformation conversations, helping customers understand how Agentic AI, AI agents, intelligent automation and workflow orchestration can transform business processes.
- Identify opportunities to leverage ServiceNow CRM capabilities across Sales, Customer Service, Field Service, Sales and Order Management, and industry-specific workflows.
- Additionally, identify and develop CRM opportunities within the TMT ecosystem, positioning ServiceNow as a strategic platform to transform global sales, customer service, field operations and enterprise workflows.
- Engage with TMT leadership, business stakeholders and technology decision-makers to identify enterprise transformation opportunities and establish strategic relationships.
- Partner with Solution Consulting and Specialist Solution Consulting teams to develop capability roadmaps, solution positioning and differentiated customer value propositions.
- Coach Account Executives, ADRs and ACE teams on foundational CRM and industry solution capabilities to identify opportunities and effectively manage the sales cycle.
- Build strong relationships with customer business stakeholders and technology leaders to drive strategic solution adoption.
- Customize time allocation and engagement based on territory priorities, account opportunities and the needs of the broader sales organization.
Skills used in this role
What the employer is looking for
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 12+ years of relevant experience in enterprise solution sales, technology sales, CRM sales or an alternative customer-facing sales role.
- Strong understanding of CRM solutions, enterprise business processes and customer experience transformation.
- Demonstrated ability to articulate the business value and ROI of specialty solutions and lead complex solution sales opportunities.
- Understanding of AI concepts and their application in enterprise business processes, including Generative AI, Agentic AI, AI-powered automation and intelligent workflows.
- Ability to identify opportunities where AI can improve business decision-making, automate processes, enhance customer experience and deliver measurable business outcomes.
- Experience leveraging AI-powered tools, workflow automation or AI-driven insights to solve business problems and improve operational efficiency.
- Understanding of TMT, Telecom, Media and technology business processes and industry-specific transformation priorities.
- Strong consultative selling, stakeholder management, communication and presentation skills.
- Ability to collaborate effectively with Account Executives, Solution Consultants, Specialist Sales teams and ecosystem partners.
- Willingness to travel 30–50% as required.
Benefits and support
- Compensation and benefits are detailed in the job posting
About ServiceNow
ServiceNow provides an end-to-end cloud-based platform and workflow automation solutions that help enterprises digitize and unify operations. Its platform leverages artificial intelligence and machine learning to streamline IT service management, customer service, and business processes.
- Industry
- Software Development
- Company size
- 10001+ employees
- Founded
- 2004
- Location
- Santa Clara, California, USA
- Funding stage
- Public Company
Funding
Public Company · $4.08B raised
- 2026-04-17Post IPO Debt$4.00B
Leadership
Chairman and Chief Executive Officer
President and Chief Financial Officer
President, Chief Product Officer and Chief Operating Officer
Chief Technology Officer and EVP, DevOps
Recent coverage
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