Partner Business Development Manager, CRM

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

ServiceNow is seeking a visionary and results-driven CRM Partner-Focused Business Development Manager to spearhead the growth of our CRM and AI-powered customer service solutions through strategic partnerships. This role is critical to unlocking the market opportunity for ServiceNow CRM, powered by Now Assist, by enabling partners to build differentiated offerings, scale rapidly, and deliver exceptional customer outcomes.

You will be responsible for shaping and executing the partner strategy for CRM, driving pipeline, building partner capability, and fostering innovation across the ecosystem.

Key Responsibilities:

• Partner Strategy & Ecosystem Development
  • Define and execute a partner-led growth strategy for ServiceNow CRM, with AI as a core differentiator.
  • Identify and onboard CRM-specialized partners with the potential to scale and innovate.
• Pipeline & Market Expansion
  • Drive partner-sourced pipeline for CRM and AI-powered customer workflows.
  • Collaborate with sales, marketing, and partner teams to launch joint GTM initiatives and campaigns.
• AI-Driven CRM Expertise
  • Build AI capability within CRM-focused partners, enabling them to deliver intelligent customer engagement solutions.
  • Promote adoption of Now Assist for CRM use cases such as case summarization, intelligent routing, and virtual agent enhancements.
• Customer Success Through Partners
  • Ensure partners are delivering measurable business outcomes for customers using ServiceNow CRM and AI.
  • Track success metrics and support high-impact deployments.
• Innovation & Scalable Models
  • Develop new engagement models and monetization strategies to help partners scale CRM offerings faster.
  • Pilot co-innovation programs that showcase the power of ServiceNow CRM + AI.

Measures of Success:

• Growth in partner-sourced CRM pipeline
• Increase in CRM and AI-enabled partner capabilities
• Documented customer success stories in CRM transformation
• Launch and adoption of new scalable CRM partner programs
• Acceleration in partner-led innovation using ServiceNow CRM and Now Assist

Qualifications

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.
• Proven experience in CRM business development, preferably in enterprise SaaS or platform ecosystems.
• Strong understanding of CRM technologies, customer experience trends, and AI applications.
• Strategic thinker with a track record of building and scaling partner ecosystems.
• Excellent communication, collaboration, and stakeholder management skills.
• Experience working cross-functionally with product, sales, marketing, and partner teams.

FD21

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 globaltalentss@servicenow.com 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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