Account Director - CRM - MRD

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

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.

Responsibilities

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

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.; 6+ 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 Manufacturing, Retail and Distribution business processes and industry-specific transformation priorities.; Understanding of the GCC ecosystem and its evolving role in global enterprise transformation would be an added advantage.; Strong consultative selling, stakeholder management, communication and presentation skills.; Ability to collaborate effectively with Account Executives, Solution Consultants, Specialist Sales teams and ecosystem partners.; Willingness to travel 30–50% as required.