Key Account Director - CRM - TMT

The Account Director – CRM – TMT will drive market success for ServiceNow's CRM and Industry Workflow solutions across Telecom , Media and Technology vertical , These solutions are built on ServiceNow's market-leading AI platform, enabling organizations to connect customer engagement, sales, service, field operations and enterprise workflows through a unified platform. By leveraging AI, data and automation, ServiceNow helps enterprises transform customer experiences, improve operational efficiency and accelerate business outcomes. What you get to do in this role: Support territory strategy and planning to improve vertical understanding, account use-case targeting and execution across Manufacturing, Retail and Distribution accounts. Provide strategic input to Account Executives during account planning, identifying opportunities for CRM-led transformation and industry-specific workflow adoption. Ensure territory strategy and account recommendations are aligned with ServiceNow's Now Value principles and measurable business outcomes. Engage with customers to envision digital transformation opportunities, articulate business value and develop strategic transformation roadmaps in collaboration with account teams and partners. Drive AI-led CRM transformation conversations, helping customers understand how Agentic AI, AI agents, intelligent automation and workflow orchestration can transform business processes. Identify opportunities to leverage ServiceNow CRM capabilities across Sales, Customer Service, Field Service, Sales and Order Management, and industry-specific workflows. Additionally, identify and develop CRM opportunities within the TMT ecosystem, positioning ServiceNow as a strategic platform to transform global sales, customer service, field operations and enterprise workflows. Engage with TMT leadership, business stakeholders and technology decision-makers to identify enterprise transformation opportunities and establish strategic relationships. Partner with Solution Consulting and Specialist Solution Consulting teams to develop capability roadmaps, solution positioning and differentiated customer value propositions. Coach Account Executives, ADRs and ACE teams on foundational CRM and industry solution capabilities to identify opportunities and effectively manage the sales cycle. Build strong relationships with customer business stakeholders and technology leaders to drive strategic solution adoption. Customize time allocation and engagement based on territory priorities, account opportunities and the needs of the broader sales organization.

To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 12+ years of relevant experience in enterprise solution sales, technology sales, CRM sales or an alternative customer-facing sales role. Strong understanding of CRM solutions, enterprise business processes and customer experience transformation. Demonstrated ability to articulate the business value and ROI of specialty solutions and lead complex solution sales opportunities. Understanding of AI concepts and their application in enterprise business processes, including Generative AI, Agentic AI, AI-powered automation and intelligent workflows. Ability to identify opportunities where AI can improve business decision-making, automate processes, enhance customer experience and deliver measurable business outcomes. Experience leveraging AI-powered tools, workflow automation or AI-driven insights to solve business problems and improve operational efficiency. Understanding of TMT , Telecom, Media and technology business processes and industry-specific transformation priorities. Strong consultative selling, stakeholder management, communication and presentation skills.