Advisory Presales Solution Consultant, CRM Solutions - Retail

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 — Service Now 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.

The Advisory Presales Solution Consultant is a technical consultant with the advanced ability to develop, position and deliver product‑specific solutions during sales cycles while achieving quarterly and annual sales objectives for an assigned territory.

As Presales Solution Consultant for our CRM business unit, you will be responsible for supporting the sales effort, including product customer requirements gathering, demonstrations, product configuration for proof of concepts, and participation in marketing events. Good customer service skills, the ability to learn quickly; along with the ability to translate technical capabilities into benefits is crucial. You will be the product expert that conveys value to address customers’ business issues.

• Support solution sales as a technical and domain expert of a client‑facing sales team
• Help develop and contribute to sales campaigns focused on Customer Service Management
• Contribute and maintain a showcase of CRM solutions created on the Service Now platform
• Lead discovery workshops to determine customers’ business challenges and deliver product demonstrations to align our solution with customer needs
• Handle product feature and technical questions from customers, channel partners and Service Now colleagues
• Configure demonstration environments to address customer requirements and business issues
• Deliver product demonstrations to customers and products, in person, and through Web Ex
• Provide feedback to product management about product enhancements that can address customer needs and drive additional business value
• Share best practices and known solutions with other Solution Consultants to enhance the quality and efficiency of the other team members
• Stay current on competitive analyses and understanding differentiators between Service Now and its competitors.
• Communicate with both business and technical decision makers
• Responding to Request for Information/Proposal documents
• Supporting Marketing events – user conferences, trade shows, analyst demonstrations, webinars etc…
• Act as the Service Now subject matter expert at executive briefings / marketing events

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI’s potential impact on the function or industry.

8+ years of pre‑sales solution consulting or sales engineering experience in Customer Experience, CRM, or Customer Engagement industry

Experience working on complex deals with Enterprise Retail customers in a matrix team.

Proficiency with the Service Now platform or technical expertise with cloud software solutions

Pitch perfect communication, writing and presenting skills

Demonstrated relationship building skills, with proven success at developing and nurturing relationships up to and including C‑level

Experience speaking with both business decision makers, and technical decision makers, with the ability to effectively communicate Service Now value proposition and key differentiators to prospects

Experience working collaboratively across a complex sales eco‑system, with account teams, sales leadership, commercial, product management, product marketing, partners, and professional services

Demonstrated territory management skills, including pipeline building and working closely with Sales counterpart to drive execution excellence

Creative problem‑solving skills with a growth mindset and…