Sr Solution Consultant - CRM Workflows

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. As a CRM Solution Consultant for the German market, you are the technical face of a fundamentally different way of selling. Rather than leading with slideware and scripted demos, you embed alongside the customer, run deep Discovery to isolate one high-value problem, and then prove value in the open — building a working Proof of Value (POV) on the customer’s own data using our Agentic workflow capabilities. You partner with Sales, Product Management, and Executive Leadership to turn a single, well-chosen use case into undeniable, data-backed proof that earns the next phase of the relationship. This role blends the consultative instincts of a Sr. Advisory Solution Consultant with the hands-on, build-it-in-the-field engineering of a forward-deployed engineer: someone who works inside the customer’s own environment, configuring and proving solutions on their live data rather than presenting finished products from the outside. The Embedded Approach The CRM Solution Consultant inverts the traditional pre-sales motion. Product demonstration is deliberately minimal — just enough to establish credibility and unlock the real work. The center of gravity is the POV: a short, focused cycle where we get access to a slice of the customer’s data, stand up an Agentic workflow against a problem they genuinely care about, and let the outcome speak for itself. Your job is to earn the right to that POV through rigorous Discovery, then deliver it as an embedded engineer, not a presenter. What You’ll Do As the CRM Solution Consultant, you will lead a Discovery-first, POV-centric engagement model — using your technical depth and Agentic workflow expertise to convert customer data into proven outcomes, while supporting quarterly and annual sales objectives for your region. Key responsibilities include: - Partner with Sales as the embedded technical lead — someone who wins on proof, not presentation — to drive transformational CRM opportunities. - Lead rigorous Discovery to isolate a single, high-value problem worth solving, mapping the customer’s data, systems, and desired outcome before any product is shown. - Keep product demonstration minimal and purposeful — use it only to establish credibility and to set up the POV, never as a substitute for proving value on real data. - Secure and scope a POV: earn customer sponsorship to engage in a hands-on cycle where we use their data to solve the identified problem with our Agentic workflow capabilities. - Build and deliver the POV as an embedded engineer — configuring Agentic workflows against the customer’s environment and producing measurable, data-backed results. - Translate POV outcomes into an executive value narrative that quantifies impact and defines the path from a single proven use case to enterprise-wide adoption. - Collaborate with Product Management using field and POV learnings to shape Agentic workflow, integration (e.g. ERP), and AI-driven capabilities that address real enterprise needs. - Ensure every Discovery and POV engagement aligns with regional data privacy laws, security expectations, and enterprise compliance standards for handling customer data. - Codify reusable POV assets, Discovery frameworks, and Agentic workflow patterns so the embedded POV motion scales across the team. - Represent the company at enterprise events, technology forums, and leadership summits as a credible, hands-on technical voice for the embedded POV approach. What We’re Looking For To succeed in this role, you should bring: - Builder Mindset: A builder’s instinct — comfortable getting hands on with a customer’s data and environment to prove value directly, rather than relying on canned demonstrations. - POV-Centric Selling: Proven ability to scope, sell, and deliver Proof-of-Value engagements that convert a single problem into quantified, data-backed outcomes. - Discovery Rigor: Exceptional discovery skills to quickly isolate the one problem worth solving and secure customer commitment to a POV. - Agentic & AI Fluency: Deep, practical understanding of Agentic workflows and AI-driven automation, and how to apply them to CRM problems on live customer data. - CRM Expertise: Deep hands-on experience in CRM and customer experience, with strong knowledge of service, sales, lead & opportunity management. - Enterprise Experience: Proven track record engaging large organizations and earning executive sponsorship for hands-on, data-driven engagements. - Communication Skills: Exceptional ability to translate technical POV results into clear, business-oriented value stories for senior enterprise stakeholders. - Collaboration: Proven ability to work effectively in cross-functional, global teams spanning Sales, Product, and delivery. Qualifications - Demonstrated experience building or delivering POVs, prototypes, or hands-on technical engagements — a hands-on track record of proving value on real customer data, not just presenting it. - Hands-on experience applying AI and Agentic workflow capabilities to solve business problems — automating workflows, orchestrating AI agents, and analyzing AI-driven outcomes within CRM or adjacent enterprise contexts. - 10+ years of pre-sales solution consulting or sales engineering experience, with a clear shift toward Discovery-led, proof-based selling. - Proficiency with the ServiceNow platform or strong technical expertise with cloud software solutions. - Experience working collaboratively with product management, product marketing, partners, and professional services. - Track record of working with a Sales counterpart to promote execution excellence and advance transformational opportunities. Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.