Area VP, Solution Consulting

Service Now is a global market leader in AI-enhanced cloud technology, serving over 8,100 customers, including 85% of the Fortune 500®. Our platform connects people, systems, and processes so organizations can work smarter, faster, and better. We pursue our purpose to make the world work better for everyone.

Join us to put AI to work for people.

As the AVP, AMS CRM Solution Consulting, you own the pre-sales technical engine behind one of Service Now's fastest-growing bets: CRM. You will lead a multi-layer organization of first- and second-line Solution Consulting leaders and their teams across the Americas, directly accountable for the Net New Annual Contract Value (NNACV) that CRM delivers. This is an execution role r mandate is to convert Service Now's next-generation, AI-native CRM vision into consistent, repeatable pre-sales motions that win—at speed and at scale.

You will re-establish a tight connection between the field and CRM product, build the next generation of pre-sales talent around the Forward Deployed Engineer (FDE) model, and lead the shift from a demo-centric to a proof-of-value (POV) centric go-to-market motion. Above all, you will drive speed, simplification, and clarity—scaling the organization through AI automation and operating as a single, unified engine of execution alongside your CRM selling peers.

What you'll do…

Own the number – drive CRM NNACV growth

Carry direct accountability for AMS CRM NNACV targets and mobilize the Solution Consulting organization to achieve and exceed double-digit ACV growth.

Translate the number into clear team-level and individual pre-sales motions; forecast technical win rates and remove the blockers that slow deals.

Partner with CRM sales leadership to prioritize the opportunities, use cases, and industries where CRM wins fastest.

Build the next-generation pre-sales organization (FDE model)

Lead and grow the next generation of pre-sales talent, evolving the Solution Consultant role toward the Forward Deployed Engineer (FDE) model—technical leaders who build alongside customers rather than present to them.

Participate in and accelerate the transition from a demo-centric to a POV-centric pre-sales GTM motion, making working proof-of-value the default way CRM earns technical trust.

Recruit, develop, and retain elite technical talent, and build a bench of first- and second-line leaders ready for scale.

Champion AI and the future of CRM

Understand and guide the market's intense focus on AI alongside the world's demand for a next-generation CRM, positioning Service Now's AI-native CRM as the answer.

Keep the organization fluent in agentic AI, Now Assist for CRM, and the platform capabilities that differentiate Service Now from legacy CRM incumbents.

Bring an outside-in view of where CRM and AI are heading into product, GTM, and enablement decisions.

Scale through automation – speed, simplification, and clarity

Drive a passionate, relentless emphasis on using AI automation tools to scale the pre-sales organization—doing more through focus, not headcount.

Simplify how the team works: fewer and better assets, standardized POV frameworks, and automated demo and environment provisioning.

Make speed, simplification, and clarity the operating standard for every motion the team runs.

Reconnect the field to CRM product

Re-establish a strong, two-way connection between AMS Solution Consulting and CRM Product Management so that field insight shapes the roadmap and product direction reaches the field fast.

Serve as a trusted voice of the customer, channeling technical wins, losses, and gaps into product priorities.

Ensure the team consistently represents the current, differentiated CRM story—not the last generation's.

Lead with consistent motions, clear…