Sr. Technical Project Manager -CRM

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 experienced Technical Project Manager (TPM) to join our NowNext CRM Execution Team. In this role, you will lead the planning, execution, and delivery of complex CRM & Industry Workflow implementations on the ServiceNow Now Platform, working closely with customers, partners, and internal teams.
Because NowNext CRM is a new category, we welcome candidates with backgrounds in Salesforce, Pega, Microsoft Dynamics, or Oracle CX who can apply their CRM expertise and quickly adapt to ServiceNow. Your leadership will ensure projects are delivered on time, within scope, and-most importantly-aligned to measurable business outcomes.
This position requires a strong blend of technical understanding, project management discipline, and customer-facing leadership. You will partner with solution architects, technical consultants, and product teams to drive project success from initiation through go-live, with a focus on quality, adoption, and value realization.
Key Responsibilities

• Lead end-to-end delivery of NowNext CRM projects, ensuring alignment with customer goals, technical requirements, and best practices.

• Develop and maintain project plans, schedules, risk registers, RAID logs, and communication strategies.

• Serve as the primary point of contact for customers, providing clear status updates, issue resolution, and escalation management.

• Coordinate cross-functional delivery teams including internal consultants, partner resources, and customer stakeholders.

• Manage project budgets, forecasts, and resource allocation to ensure efficiency and cost-effectiveness.

• Facilitate technical and business discussions to translate requirements into actionable workstreams across sales, CPQ/CLM, order management, service, field service, and AI agents.

• Ensure adherence to ServiceNow delivery methodologies (NowCreate, Rapid Development) while incorporating agile and hybrid approaches as appropriate.

• Drive AI-first delivery by prioritizing agentic AI use cases (e.g., case deflection, guided selling, contract AI) and reporting on outcomes.

• Capture lessons learned and contribute to continuous improvement of delivery playbooks and methodologies.

Qualifications & Experience
Required

• 5+ years of project management experience delivering enterprise SaaS or CRM/Industry solutions.

• Proven track record managing multi-workstream technical implementations with large, complex enterprises.

• Strong understanding of CRM and industry workflows such as lead-to-cash, customer service management, CPQ/CLM, and field service.

• Experience delivering projects on at least one major CRM/workflow platform:

• ServiceNow (preferred, training provided for cross-platform candidates)

• Salesforce Sales/Service/CPQ

• Pega CRM/Case Management

• Microsoft Dynamics, Oracle CX, or SAP CX (also valued).

• Proficiency in project management tools (e.g., ServiceNow's SPM, MS Project, Smartsheet, Jira) and methodologies (Agile, Hybrid, Waterfall).

• Excellent communication, negotiation, and stakeholder management skills, with experience engaging C-level executives.

• Experience managing third-party/partner resources in delivery engagements.

Preferred

• ServiceNow project experience, particularly in Customer & Industry Workflows.

• Certifications: ServiceNow CSA/CIS, Salesforce Admin/Cloud/CPQ Specialist, Pega CSA/CSSA, or PMP/Prince2/SAFe.

• Familiarity with NowCreate methodology and ServiceNow's Expert Services ecosystem.

• Technical background or the ability to engage in solution design discussions.

• Industry expertise in telecom, financial services, insurance, or public sector (our lighthouse verticals).

Certification Requirements

• ServiceNow Certified System Administrator (CSA) required within 90 days of hire.

• Familiarity with NowCreate and ServiceNow delivery methodologies required within first 6 months.

• A CIS certification (CSM, FSM, or Sales) is strongly encouraged within the first year to ensure effective governance of CRM delivery.

Success in this Role Looks Like

• You consistently deliver projects on time and within budget, while exceeding customer expectations.

• You drive measurable business outcomes, such as:

• 20-40% reduction in lead-to-cash cycle times.

• 25-50% of Tier-1 requests automated by AI agents.

• Improved CSAT/NPS and field first-time-fix rates.

• You foster strong, collaborative relationships between customers, partners, and internal teams.

• You proactively identify risks and resolve them before they impact project success.

• You champion a customer-outcome-focused mindset, ensuring solutions deliver real value.

Why Join Us?
As part of the NowNext CRM Execution Team, you'll be at the forefront of reshaping the CRM category with AI-powered workflows. This is a high-visibility role with a direct impact on lighthouse customer success and the future of ServiceNow's CRM strategy. You'll bring your Salesforce, Pega, or ServiceNow expertise and help define the playbook for an entirely new way of working.
Qualifications
To be successful in this role you have:
Required

• 5+ years of project management experience delivering enterprise SaaS or CRM/Industry solutions.
• Proven track record managing multi-workstream technical implementations with large, complex enterprises.
• Strong understanding of CRM and industry workflows such as lead-to-cash, customer service management, CPQ/CLM, and field service.
• Experience delivering projects on at least one major CRM/workflow platform:
• ServiceNow (preferred, training provided for cross-platform candidates)
• Salesforce Sales/Service/CPQ
• Pega CRM/Case Management
• Microsoft Dynamics, Oracle CX, or SAP CX (also valued).
• Proficiency in project management tools (e.g., ServiceNow's SPM, MS Project, Smartsheet, Jira) and methodologies (Agile, Hybrid, Waterfall).
• Excellent communication, negotiation, and stakeholder management skills, with experience engaging C-level executives.
• Experience managing third-party/partner resources in delivery engagements.
• Preferred
• ServiceNow project experience, particularly in Customer & Industry Workflows.
• Certifications: ServiceNow CSA/CIS, Salesforce Admin/Cloud/CPQ Specialist, Pega CSA/CSSA, or PMP/Prince2/SAFe.
• Familiarity with NowCreate methodology and ServiceNow's Expert Services ecosystem.
• Technical background or the ability to engage in solution design discussions.
• Industry expertise in telecom, financial services, insurance, or public sector (our lighthouse verticals).
• Certification Requirements
• ServiceNow Certified System Administrator (CSA) required within 90 days of hire.
• Familiarity with NowCreate and ServiceNow delivery methodologies required within first 6 months.
• A CIS certification (CSM, FSM, or Sales) is strongly encouraged within the first year to ensure effective governance of CRM delivery.
• Success in this Role Looks Like
• You consistently deliver projects on time and within budget, while exceeding customer expectations.
• You drive measurable business outcomes, such as:
• 20-40% reduction in lead-to-cash cycle times.
• 25-50% of Tier-1 requests automated by AI agents.
• Improved CSAT/NPS and field first-time-fix rates.
• You foster strong, collaborative relationships between customers, partners, and internal teams.
• You proactively identify risks and resolve them before they impact project success.
• You champion a customer-outcome-focused mindset, ensuring solutions deliver real value.
• Why Join Us?
  As part of the NowNext CRM Execution Team, you'll be at the forefront of reshaping the CRM category with AI-powered workflows. This is a high-visibility role with a direct impact on lighthouse customer success and the future of ServiceNow's CRM strategy. You'll bring your Salesforce, Pega, or ServiceNow expertise and help define the playbook for an entirely new way of working.

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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