CRM Strategic Partnerships Technical Program Manager

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What You Get to Do in This Role

ServiceNow is seeking a CRM Strategic Partnerships Technical Program Manager to serve at the intersection of partner ecosystem strategy, product and solution expertise, and technical program execution for ServiceNow's CRM portfolio. This is a highly strategic, visible, and technical role within the Global Partnerships & Channels organization.

You will be responsible for two interconnected mandates. First, you will design, build, and operate the ServiceNow CRM Partner Advisory Board - a structured program that brings together ServiceNow's most strategic technology and solution partners to provide product feedback, collaborate on roadmap priorities, participate in early access programs, and align on joint innovation initiatives across the CRM portfolio. Second, you will serve as the primary technical advisor and solution design authority for strategic CRM technology partnerships, ensuring partners can deeply integrate with, extend, and build agentic offerings on ServiceNow's CRM platform.

This role demands someone who is deeply technical and fluent across the full ServiceNow CRM portfolio - including Customer Service Management (CSM), Configurable Product & Guided Selling (CPG), Field Service Management (FSM), Sales and Order Management (SOM), and Sales Force Automation (SFA). You will work shoulder-to-shoulder with ServiceNow's CRM product teams, translating partner needs into actionable product insights while ensuring partners are enabled on the newest capabilities and positioned to build differentiated solutions.

CRM Partner Advisory Board - Design, Build & Operate

• Design and stand up the ServiceNow CRM Partner Advisory Board from the ground up, including governance structure, membership criteria, meeting cadence, and operational workflows.

• Define the strategic charter and programmatic framework for the Advisory Board, ensuring alignment with ServiceNow's CRM product roadmap, partnership strategy, and go-to-market priorities.

• Recruit, onboard, and manage relationships with select strategic technology partners who participate in the Advisory Board.

• Facilitate regular Advisory Board sessions focused on product roadmap previews, early access and beta participation, joint innovation planning, and structured technical feedback collection.

• Develop and maintain feedback loops between Advisory Board partners and ServiceNow CRM product management and engineering teams, ensuring partner input is captured, prioritized, and actioned.

• Track and report on Advisory Board outcomes, partner satisfaction, and the impact of partner feedback on product development.

Technical Advisory & Solution Design for Strategic Partnerships

• Serve as the go-to technical authority on ServiceNow's CRM product portfolio for strategic technology partner engagements, providing solution architecture guidance, integration design consultation, and extensibility advisory.

• Develop deep expertise in the extensibility models, APIs, integration frameworks, and platform capabilities of ServiceNow CRM products that enable partner-built integrations, custom applications, and agentic AI offerings.

• Collaborate closely with CRM product teams to stay ahead of upcoming releases, architectural changes, and new capabilities, and proactively communicate implications to strategic partners.

• Conduct technical discovery and solution design sessions with partners to identify integration opportunities, validate technical feasibility, and architect joint solutions.

• Evaluate and assess partner technologies for compatibility, complementarity, and strategic value relative to ServiceNow's CRM portfolio and platform direction.

Partner Enablement & Early Access Programs

• Design and deliver early enablement programs for select partners on new CRM product releases, features, and platform capabilities ahead of general availability.

• Create technical enablement materials, reference architectures, integration guides, and best-practice documentation tailored to the partner ecosystem.

• Coordinate with ServiceNow product teams, developer relations, and partner programs to ensure partners have the technical resources, sandbox environments, and support they need to build effectively on the CRM platform.

• Drive partner certification and technical readiness initiatives that ensure partners maintain deep, current expertise across the CRM portfolio.

Product Feedback & Cross-Functional Collaboration

• Collect, synthesize, and deliver detailed, structured technical feedback from partners to CRM product management and engineering, serving as the voice of the partner ecosystem in product planning discussions.

• Participate in CRM product planning and roadmap review sessions, representing partner requirements, integration use cases, and ecosystem opportunities.

• Collaborate cross-functionally with partner business development, CRM specialist sales, marketing, and enablement teams to ensure technical partnership activities align with broader go-to-market strategy.

• Identify trends, gaps, and opportunities from partner technical engagements and translate them into strategic recommendations for CRM leadership.

Required

• 8+ years of experience in technical program management, solution architecture, partner engineering, or technical business development within enterprise SaaS or platform ecosystems.

• Deep, hands-on technical knowledge of ServiceNow's CRM product portfolio (CSM, CPG, FSM, SOM, SFA) or equivalent enterprise CRM/customer workflow platforms.

• Demonstrated experience designing and operating advisory boards, technical councils, or structured partner engagement programs at scale.

• Strong understanding of platform extensibility models, APIs, integration patterns, and how enterprise partners build on and integrate with SaaS platforms.

• Experience working directly with product management and engineering teams to translate external feedback into product requirements and roadmap inputs.

• Proven ability to conduct technical discovery, solution design, and architecture reviews with enterprise technology partners.

• Outstanding communication and facilitation skills - equally effective presenting to C-level partner executives as facilitating deep technical working sessions with engineering teams.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving, including familiarity with agentic AI concepts and their application in enterprise workflows.

Preferred

• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS) for CSM or FSM, or equivalent platform certifications.

• Experience with ServiceNow's Integration Hub, Flow Designer, App Engine, and Now Platform extensibility capabilities.

• Background in the CRM competitive landscape, including Salesforce, Microsoft Dynamics, and emerging AI-native CRM platforms.

• Program management certification (PMP, PgMP) or Agile certification (SAFe, CSM).

• Prior experience in a partner-facing technical role at a major enterprise software or cloud platform company.

• Familiarity with CCaaS, contact center technologies, and omnichannel customer engagement architectures.

How Success is Measured

• Successful design, launch, and sustained operation of the CRM Partner Advisory Board with active participation from ServiceNow's top strategic technology partners.

• Volume and quality of structured partner feedback delivered to CRM product teams, with demonstrated influence on product roadmap decisions.

• Number of strategic partners enabled on new CRM releases through early access programs, measured by partner readiness and time-to-market for joint solutions.

• Technical partner integrations and agentic offerings validated, architected, and brought to market through solution design advisory.

• Partner satisfaction scores and engagement metrics across Advisory Board activities and technical enablement programs.

• Cross-functional alignment and effectiveness of partnership technical activities with broader CRM go-to-market and business development strategy.

AI-Powered Innovation

Not sure what ServiceNow's AI-powered products can do? Curious about the ServiceNow AI Platform and AI Agents? Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving is expected. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

FD21

For positions in this location, we offer a base pay of $148,900 - $232,700, plus equity (when applicable) and benefits. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 [email protected] 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.

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