Account Director - CRM - MRD
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Job Description
The Account Director – CRM – MRD will drive market success for ServiceNow's CRM and Industry Workflow solutions across Manufacturing, Retail and Distribution industries, with an additional responsibility to identify and develop CRM opportunities within the Global Capability Centre (GCC) ecosystem.
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 GCC ecosystem, positioning ServiceNow as a strategic platform for GCCs looking to transform global sales, customer service, field operations and enterprise workflows.
• Engage with GCC 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.
Requirements
Department: Sales
Experience Level: Not Applicable