Key Account Director - CRM - TMT

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 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.  To be successful in this role you have: • 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. • 12+ 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 insigh