AVP, Solution Consulting - CRM CoE Lead, EMEA

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 Service, and Sales Cloud   To be successful in this role you have • 10+ years of enterprise software pre-sales experience with deep focus on CRM, customer service, or field service solutions • Proven success in a large, global matrixed sales organization, preferably with specialist solution consulting experience in CRM or related domains • Demonstrated expertise in CRM solution architecture, including Customer Service Management, Field Service Management, Sales Cloud CRM, and/or revenue intelligence solutions • Deep knowledge of CRM market landscape, customer challenges across industries, and competitive positioning • Strong understanding of ServiceNow's CRM platform and broader portfolio, with ability to position CRM within integrated workflow and automation narratives • Experience defining and delivering solution plays, technical narratives, and sales assets from inception to adoption across large teams or geographies • Track record of coaching and enabling solution consulting teams or pre-sales organizations at scale • Expertise conducting complex customer conversations—technical deep dives, executive briefings, technical validation, and deal strategy at all customer levels • Outstanding communication skills with ability to translate CRM complexity into compelling narratives for both technical and executive audiences • Familiarity with modern CRM market dynamics, emerging use cases (AI-driven customer intelligence, omnichannel service, field force optimization), and industry trends • Experience in or understanding of customer service, field service, or customer-facing operations and the business drivers behind CRM transformation • Demonstrated ability to influence and collaborate across functions—sales, product, enablement, marketing—to drive alignment and results • Self-starter with ownership mentality, ability to work independently and across geographies, and a "win as a team" mindset • Experience presenting to large internal and external audiences, including customer events, partner forums, and industry conferences • Strong organization, time management, problem-solving, and presentation skills • International and/or EMEA-based experience is a plus; fluency in English is required; additional European languages are an asset