Job Description

The Account Director – CRM – TMT will drive market success for ServiceNow's CRM and Industry Workflow solutions across Telecom , Media and Technology vertical ,

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 TMT ecosystem, positioning ServiceNow as a strategic platform to transform global sales, customer service, field operations and enterprise workflows.

- Engage with TMT 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 robust 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.

📌 Key Account Director - CRM - TMT (Mumbai)
🏢 ServiceNow
📍 Mumbai