ServiceNow Manager, CRM & Front Office Solutions

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 Service Now practice is building its Front Office capability — a dedicated practice focused on customer relationship management, configure-price-quote, and customer service transformation on the Service Now 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 Service Now's commercial team to bring this capability to market.

• Lead end-to-end delivery of Service Now 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.

• 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 Service Now 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.

• Five or more years of experience implementing CPQ, CRM, or customer service management solutions — on Service Now, 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.

• Hands-on Service Now 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.

• Service Now Certified Implementation Specialist (CIS) in CRM…