Manager, CRM and Front Office Solutions

What you will do

• 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.

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 schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California, please click here for additional information.

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range: $107,000 - $214,500

Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.