Full-Time Senior Technical Project Manager - CRM

We are seeking an experienced Technical Project Manager (TPM) to join our NowNext CRM Execution Team. In this role, you will lead the planning, execution, and delivery of complex CRM & Industry Workflow implementations on the ServiceNow Now Platform.

You will partner with solution architects, technical consultants, and product teams to drive project success from initiation through go-live, with a focus on quality, adoption, and value realization.

Key Responsibilities:

• Lead end-to-end delivery of NowNext CRM projects.
• Develop and maintain project plans, schedules, risk registers, and communication strategies.
• Serve as the primary point of contact for customers.
• Coordinate cross-functional delivery teams.
• Manage project budgets, forecasts, and resource allocation.
• Facilitate technical and business discussions.
• Ensure adherence to ServiceNow delivery methodologies.
• Drive AI-first delivery by prioritizing agentic AI use cases.
• Capture lessons learned and contribute to continuous improvement.

Qualifications:

• 5+ years of project management experience delivering enterprise SaaS or CRM/Industry solutions.
• Strong understanding of CRM and industry workflows.
• Experience delivering projects on at least one major CRM/workflow platform: ServiceNow (preferred), Salesforce, Pega CRM, Microsoft Dynamics, Oracle CX, or SAP CX.
• Proficiency in project management tools and methodologies (Agile, Hybrid, Waterfall).
• Excellent communication, negotiation, and stakeholder management skills.
• Experience managing third-party/partner resources.

Preferred:

• ServiceNow project experience.
• Certifications: ServiceNow CSA/CIS, Salesforce Admin/Cloud/CPQ Specialist, Pega CSA/CSSA, or PMP/Prince2/SAFe.
• Familiarity with NowCreate methodology and ServiceNow’s Expert Services ecosystem.
• Technical background or the ability to engage in solution design discussions.
• Industry expertise in telecom, financial services, insurance, or public sector.

Certification Requirements:

• ServiceNow Certified System Administrator (CSA) required within 90 days of hire.
• Familiarity with NowCreate and ServiceNow delivery methodologies required within first 6 months.
• A CIS certification (CSM, FSM, or Sales) is strongly encouraged within the first year.

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