We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.
RSM's ServiceNow practice is building its Front Office capability — a dedicated practice focused on customer relationship management, configure-price-quote, and customer service transformation on the ServiceNow platform. The Manager, CRM and Front Office Solutions is a dual-role position: you will deliver complex client engagements and help build the go-to-market capability that makes this practice a recognized leader in the space.
This is a foundational hire. The person who takes this role will define what RSM's Front Office practice looks like — the methodology, the delivery approach, the client story, and the market position. You will work directly with practice leadership and with ServiceNow's commercial team to bring this capability to market.
What you will do
Client delivery
- Lead end-to-end delivery of ServiceNow CRM, CPQ, and Customer Service Management implementations for mid-market and enterprise clients across technology, financial services, and other industries.
- Own the full project lifecycle — from requirements and process design through configuration, testing, training, and go-live support.
- Conduct data readiness assessments before CPQ implementations begin, ensuring clients have the catalog structure, pricing logic, and contract data required for a successful deployment.
- Design and document CPQ workflow architecture — guided configuration, pricing rules, approval chains, quote-to-order flows, and amendment management.
- Manage client relationships at the project level — setting expectations, communicating status, and ensuring client satisfaction throughout the engagement.
- Mentor and guide junior team members on delivery methodology, platform configuration, and client engagement.
Practice and go-to-market development
- Define and document RSM's CPQ and Front Office delivery methodology — the frameworks, templates, and repeatable processes that differentiate our practice from generalist implementers.
- Develop solution plays and client-facing materials that communicate RSM's Front Office capability to the market.
- Support business development conversations — participating in client meetings, contributing to proposals, and helping scope and price engagements.
- Work with the ServiceNow commercial team and account executives to identify CPQ migration opportunities, particularly for organizations transitioning off Salesforce CPQ following its End-of-Sale.
- Contribute to RSM's Propel industry solution — the customer lifecycle transformation program for technology companies — by defining the CPQ and Front Office capability within that framework.
What you bring
Required
- Five or more years of experience implementing CPQ, CRM, or customer service management solutions — on ServiceNow, Salesforce, or comparable enterprise platforms.
- Demonstrated ability to lead client-facing implementations independently — owning scope, timeline, and client relationship at the project level.
- Deep understanding of CPQ concepts — guided configuration, pricing rules, approval workflows, quote-to-order, and amendment management.
- Experience conducting data and process readiness assessments before implementation begins.
- Strong communication and presentation skills — comfortable presenting to both technical teams and executive stakeholders.
- Consulting or professional services background with experience managing multiple engagements simultaneously.
Preferred
- Hands-on ServiceNow CRM or CPQ implementation experience.
- Experience migrating clients from Salesforce CPQ to an alternative platform.
- Familiarity with subscription modeling, co-terming, proration, and ramp deal structures.
- ServiceNow Certified Implementation Specialist (CIS) in CRM or a related module.
- Experience in the technology, financial services, or manufacturing industries.
- Experience building or contributing to a new practice or service line within a consulting firm.
What success looks like
In the first 90 days you will have a complete view of RSM's existing capability, a defined Front Office delivery methodology, and the first client conversations underway. Within the first year you will have led at least one CPQ implementation to a successful go-live, published RSM's Front Office solution play, and contributed materially to the pipeline of the practice.
The measure of this role is not just delivery performance — it is whether RSM's Front Office practice is real and growing by the end of FY27. That means client wins, a defined methodology, a market story, and a team that knows how to deliver.
About RSM's ServiceNow practice
RSM US LLP is one of the leading professional services firms in the country, serving middle market organizations across audit, tax, and consulting. RSM's ServiceNow practice delivers transformation across strategic portfolio management, IT asset management, integrated risk management, customer service management, and an expanding set of AI-enabled and industry-specific solutions. RSM is a member of ServiceNow's Partner Advisory Council and holds Product Line Achievement in Integrated Risk Management.
This is a practice that is growing fast, winning meaningful deals, and building the infrastructure to sustain that growth. The people who join now will shape what this practice looks like for years to come.
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.
All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].
RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.
RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California, please click here for additional information.
At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.
Compensation Range: $107,000 - $214,500Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.
Skills Required
- Five or more years of experience implementing CPQ, CRM, or customer service management solutions on ServiceNow, Salesforce, or comparable enterprise platforms
- Ability to independently lead client-facing implementations, including ownership of scope, timeline, and project-level client relationships
- Deep understanding of CPQ concepts, including guided configuration, pricing rules, approval workflows, quote-to-order, and amendment management
- Experience conducting data and process readiness assessments before implementation
- Strong communication and presentation skills with technical and executive stakeholders
- Consulting or professional services background with experience managing multiple engagements simultaneously
- Hands-on ServiceNow CRM or CPQ implementation experience
- Experience migrating clients from Salesforce CPQ to an alternative platform
- Familiarity with subscription modeling, co-terming, proration, and ramp deal structures
- ServiceNow Certified Implementation Specialist in CRM or a related module
- Experience in the technology, financial services, or manufacturing industries
- Experience building or contributing to a new practice or service line within a consulting firm
RSM US LLP Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RSM US LLP and has not been reviewed or approved by RSM US LLP.
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Parental & Family Support — Parental leave, caregiver leave, and family‑building assistance are standout strengths, including 12 weeks fully paid parental leave, six weeks paid family caregiver leave, up to $50,000 in fertility coverage, and up to $20,000 per child for adoption or surrogacy, plus backup care resources. These benefits create a family‑forward package that stands out within the firm’s total rewards.
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Leave & Time Off Breadth — Time‑off options are broad, with self‑managed PTO for associates and above, at least 14 paid holidays, and firm‑wide wellbeing days alongside hybrid work flexibility. This breadth is consistently presented as a strong component of the overall offering.
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Healthcare Strength — Medical coverage includes multiple plan designs (two HDHPs and a PPO), telehealth access, and a mental‑health platform offering up to eight free 1:1 sessions per year. Health benefits are characterized as solid to strong for the industry.
RSM US LLP Insights
What We Do
RSM is the leading provider of audit, tax and consulting services to the middle market. With over 11,000 employees across the U.S. and Canada and a global presence in 120 countries, our purpose is to deliver the power of being understood to our clients, colleagues and communities. As first-choice advisors, we are focused on developing leading professionals and innovative services to meet our clients’ evolving needs in today’s ever-changing business environment. Through a supportive, caring culture, our people are empowered to be their authentic selves and share their unique perspectives. Our culture of diversity and inclusion enhances the insights we provide while transforming innovation, collaboration and business results through fostering an inclusive environment, working hard to engage a talented workforce and reflect our diverse community, and developing relationships that serve others in business and the broader community. Together, our people’s individual talents and diverse perspectives strengthen our teams and enhances the unique insights that we provide to our clients. Through a supportive, caring culture, our people are empowered to be their authentic selves and share their unique perspectives. Our culture of diversity and inclusion enhances the insights we provide while transforming innovation, collaboration and business results through fostering an inclusive environment, working hard to engage a talented workforce and reflect our diverse community, and developing relationships that serve others in business and the broader community. Together, our people’s individual talents and diverse perspectives strengthen our teams and enhances the unique insights that we provide to our clients. For more information, visit rsmus.com.
