AVP, Solution Consulting - CRM CoE Lead, EMEA

What you get to do in this role As the AVP, Solution Consulting CoE Lead for CRM in EMEA, you will drive strategic alignment, capability acceleration, and market intelligence across our CRM solution consulting community. Your mission centres on three core pillars: translating ServiceNow's CRM technical capabilities into field-ready conversations that win deals; upskilling our SC community to deliver consistent, differentiated value; and deepening your understanding of EMEA market evolution through direct engagement in large, complex customer deals. You'll act as a strategic partner to EMEA sales, pre-sales, and product teams, defining and operationalizing the technical narratives, solution plays, and customer conversations that accelerate readiness for new and evolving CRM offerings. You'll scale best practices and learnings across the region, translating insights from customer engagements into continuously improved field-ready tools and guidance. Your depth of CRM and enterprise software expertise will enable you to coach complex deals at both technical and commercial levels, ensuring our solutions address the most sophisticated customer requirements in customer service, field service, and broader CRM transformation. Key focus areas will include Define Technical Plays into Field-Ready Conversations • Translate CRM solution architecture, capabilities, and product roadmap into compelling customer conversations and technical narratives • Define and articulate the unique value of ServiceNow's unified CRM platform across Customer Service Management (CSM), Field Service Management (FSM), Sales Cloud CRM, and revenue intelligence • Develop industry-specific and use-case-specific technical plays (financial services, healthcare, manufacturing, public sector) that drive pipeline and accelerate customer buying cycles • Establish technical storytelling standards, demo flows, and deep-dive methodologies for CRM positioning at each sales stage Upskill the SC Community Across EMEA • Foster a thriving CRM specialist community by curating and sharing best practices, customer insights, technical assets, and enablement resources • Lead onboarding and continuous upskilling programs for SCs and pre-sales engineers, ensuring consistent CRM capability across geographies • Identify capability gaps across EMEA regions and partner with Major Area leaders on targeted skills development • Provide coaching on complex customer scenarios, competitive positioning, and technical validation at scale • Champion excellence in CRM demo strategy, technical validation methodology, and solution design workshops Understand EMEA Market Evolution Through Customer Engagement • Engage directly in large, complex customer deals and pipeline-building activities to understand EMEA market trends, customer pain points, and competitive dynamics • Coach deal teams and hiring managers on CRM strategy, technical validation, and value articulation for transformational opportunities • Translate customer insights, market feedback, and competitive observations into field enablement, tool improvements, and product positioning recommendations • Build and maintain relationships with key EMEA customers, partners, and industry stakeholders to ensure ServiceNow is positioned as the partner for CRM transformation Key Responsibilities • Define CRM technical narratives, solution plays, and customer conversations that align with EMEA sales strategy and customer requirements • Serve as the central resource for CRM solution consulting excellence, driving consistency in technical storytelling, demos, and value articulation across EMEA • Lead the development and evolution of CRM-specific assets including technical deep dives, industry use cases, competitive positioning materials, and solution design templates • Provide always-on enablement—coaching, feedback, and support—to SC teams and deal leaders on CRM strategies, technical validation, and customer conversations • Partner with EMEA sales leadership and hiring managers to accelerate readiness for new CRM capabilities and emerging solution offerings • Engage in complex customer deals at technical and strategic levels, contributing to pipeline acceleration and ensuring technical requirements are understood and addressed • Coordinate CoE initiatives including demo environments, industry-specific playbooks, onboarding programs, and knowledge sharing forums • Collaborate cross-functionally with EMEA pre-sales, Sales, Product, and Enablement to align go-to-market strategies and drive CRM portfolio growth • Measure and report on the effectiveness of CRM pre-sales practices, assets, and enablement programs; iterate based on feedback and market data • Represent EMEA pre-sales in global CRM CoE forums and contribute to shaping global standards for CRM solution consulting excellence • Develop and maintain thought leadership on CRM market trends, customer transformations, and ServiceNow differentiation in Customer Service, Field Servic…