Responsibilities
- Lead ServiceNow CRM implementations for telecommunications customers, applying industry knowledge to accelerate adoption and drive measurable business outcomes
- Translate telco-specific business challenges — such as customer churn, order fallout, service assurance, and B2B/B2C complexity — into effective CRM solution designs
- Serve as a trusted advisor to telco customers, connecting their operational priorities to ServiceNow platform capabilities
- Demonstrate empathy for the customer and genuine passion in helping them succeed in a highly competitive industry
- Engage and collaborate with ServiceNow R&D teams on escalated technical issues, including telco-specific product gaps and enhancements
- Provide thought leadership to telco sponsors and stakeholders in solving business process and technology problems
- Review customer architecture, design processes, and system integrations, with sensitivity to legacy telco environments and OSS/BSS landscapes
- Configure solution environments to address customer requirements and business issues
- Contribute to pre-sales campaigns by sharing telco-specific implementation strategies and best practices
- Mentor field resources on telco industry context and delivery best practices for CRM applications in telecommunications
- Collaborate with Product Management to surface telco customer needs and inform the ServiceNow product roadmap
- Share industry insights and lessons learned with internal teams and the broader ServiceNow community
Requirements
- Deep telecommunications industry expertise
- Seasoned CRM architect with technical depth to lead complex ServiceNow implementations
- Industry fluency to speak credibly about telco-specific business challenges, operational models, and transformation priorities
- Understanding of how telecommunications companies operate: from network and service management to customer lifecycle, revenue assurance, and operational complexity unique to carriers, CSPs, and infrastructure providers
Nice to Have
- Prior experience with ServiceNow’s telecom product portfolio is not required — training and investment in building that expertise will be provided
Team
Structure: Customer & Industry Workflows Expert Services team
