CRM Strategic Partnerships Technical Program Manager

Company Description

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.

Job Description

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