ServiceNow Manager, CRM & Front Office Solutions

About this role

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

RSM's ServiceNow practice is building its Front Office capability — a dedicated practice focused on customer relationship management, configure-price-quote, and customer service transformation on the ServiceNow platform. The Manager, CRM and Front Office Solutions is a dual-role position: you will deliver complex client engagements and help build the go-to-market capability that makes this practice a recognized leader in the space.  This is a foundational hire. The person who takes this role will define what RSM's Front Office practice looks like — the methodology, the delivery approach, the client story, and the market position. You will work directly with practice leadership and with ServiceNow's commercial team to bring this capability to market. 

What you will do   Client delivery   • Lead end-to-end delivery of ServiceNow CRM, CPQ, and Customer Service Management implementations for mid-market and enterprise clients across technology, financial services, and other industries. 

• Own the full project lifecycle — from requirements and process design through configuration, testing, training, and go-live support. 

• Conduct data readiness assessments before CPQ implementations begin, ensuring clients have the catalog structure, pricing logic, and contract data required for a successful deployment. 

• Design and document CPQ workflow architecture — guided configuration, pricing rules, approval chains, quote-to-order flows, and amendment management. 

• Manage client relationships at the project level — setting expectations, communicating status, and ensuring client satisfaction throughout the engagement. 

• Mentor and guide junior team members on delivery methodology, platform configuration, and client engagement. 

Practice and go-to-market development   • Define and document RSM's CPQ and Front Office delivery methodology — the frameworks, templates, and repeatable processes that differentiate our practice from generalist implementers. 

• Develop solution plays and client-facing materials that communicate RSM's Front Office capability to the market. 

• Support business development conversations — participating in client meetings, contributing to proposals, and helping scope and price engagements. 

• Work with the ServiceNow commercial team and account executives to identify CPQ migration opportunities, particularly for organizations transitioning off Salesforce CPQ following its End-of-Sale. 

• Contribute to RSM's Propel industry solution — the customer lifecycle transformation program for technology companies — by defining the CPQ and Front Office capability within that framework. 

What you bring   Required   • Five or more years of experience implementing CPQ, CRM, or customer service management solutions — on ServiceNow, Salesforce, or comparable enterprise platforms. 

• Demonstrated ability to lead client-facing implementations independently — owning scope, timeline, and client relationship at the project level. 

• Deep understanding of CPQ concepts — guided configuration, pricing rules, approval workflows, quote-to-order, and amendment management. 

• Experience conducting data and process readiness assessments before implementation begins. 

• Strong communication and presentation skills — comfortable presenting to both technical teams and executive stakeholders. 

• Consulting or professional services background with experience managing multiple engagements simultaneously. 

Preferred   • Hands-on ServiceNow CRM or CPQ implementation experience. 

• Experience migrating clients from Salesforce CPQ to an alternative platform. 

• Familiarity with subscription modeling, co-terming, proration, and ramp deal structures. 

• ServiceNow Certified Implementation Specialist (CIS) in CRM or a related module. 

• Experience in the technology, financial services, or manufacturing industries. 

• Experience building or contributing to a new practice or service line within a consulting firm. 

What success looks like   In the first 90 days you will have a complete view of RSM's existing capability, a defined Front Office delivery methodology, and the first client conversations underway. Within the first year you will have led at least one CPQ implementation to a successful go-live, published RSM's Front Office solution play, and contributed materially to the pipeline of the practice.  The measure of this role is not just delivery performance — it is whether RSM's Front Office practice is real and growing by the end of FY27. That means client wins, a defined methodology, a market story, and a team that knows how to deliver. 

About RSM's ServiceNow practice   RSM US LLP is one of the leading professional services firms in the country, serving middle market organizations across audit, tax, and consulting. RSM's ServiceNow practice delivers transformation across strategic portfolio management, IT asset management, integrated risk management, customer service management, and an expanding set of AI-enabled and industry-specific solutions. RSM is a member of ServiceNow's Partner Advisory Council and holds Product Line Achievement in Integrated Risk Management.  This is a practice that is growing fast, winning meaningful deals, and building the infrastructure to sustain that growth. The people who join now will shape what this practice looks like for years to come. 

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your sched

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