Advisory Solution Consultant - CRM (Transportation & Logistics)

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
At ServiceNow, we're leading the way in transforming customer operations through our CRM and Industry Workflows. We're looking for a high-impact Solution Consultant (SC) who thrives on solving complex business problems and can help enterprise customers in Transportation & Logistics modernize their operations through our CRM suite: Customer Service Management (CSM), Field Service Management (FSM), and Sales & Order Management (SOM). This SC will play a pivotal role in defining the vision, crafting compelling solution narratives, and leading end-to-end technical sales cycles for Enterprise accounts.
Your Role:

• Own the technical win across our CRM portfolio (CSM, FSM, SOM) within key Transportation & Logistics accounts
• Partner with Solution Sales Executives, Account Executives, and Customer Architects to align on account strategy and value-based outcomes
• Lead tailored discovery sessions and create compelling solution visions tied to KPIs
• Build and deliver industry-specific, persona-driven demos (call center agents, dispatchers, route planners, field technicians, etc.)
• Collaborate closely with partners, delivery teams, and the product organization to guide roadmap alignment and customer feedback loops
• Support strategic pursuits and responses to RFPs/RFIs in collaboration with broader pursuit teams
• Drive awareness and evangelize best practices in enterprise support models for B2B and B2C Logistics operations
• Mentor internal teams on CRM trends in transportation-fleet maintenance, service order orchestration, ETA accuracy, route optimization, etc.
• Participate in pipeline generation activities: marketing events, webinars, etc.

Qualifications
To be successful in this role you have:

• 7+ years of experience in Solution Consulting, Sales Engineering, or Technical Pre-Sales
• 5+ years of CRM/Customer Experience expertise, ideally across two or more areas: Customer Service, Field Service, CCaaS, or industry CRMs (Salesforce, Oracle, SAP, etc.)
• Deep familiarity with Transportation & Logistics workflows, such as:
  • Dispatch & delivery logistics (route optimization, last-mile delivery)
  • B2B contract management and customer onboarding
  • Order orchestration and field service operations
  • Asset tracking, service windows, and warranty claims
  • Airline, shipping, or logistics call center transformation
• Strong communication and storytelling skills; able to simplify complexity and present to both C-suite and technical audiences
• Demonstrated ability to align with cross-functional sales teams and collaborate in a highly matrixed environment
• Self-starter mindset with adaptability to work in a fast-paced, high-growth environment

Preferred (Not Required)

• Experience with ServiceNow or ITSM platforms
• Understanding of service-based operating models for logistics, transportation, airline, or cruise line companies
• Strong understanding of how CRM intersects with supply chain, HR, and asset management
• Familiarity with CPaaS, GenAI/Virtual Agents, or contact center platforms
• Hands-on experience with Generative AI (GenAI), Large Language Models (LLMs), or AI-powered chatbot frameworks (e.g., OpenAI, Google Vertex AI, Azure OpenAI, Dialogflow, or ServiceNow's Now Assist). Candidates who can demonstrate how AI enhances self-service, agent assist, or automated service resolution will stand out

Additional Information
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. Learn more here .
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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