Principal Engagement Manager

Summary

Join ServiceNow as a Customer Engagement Manager to manage key internal and external initiatives, deliver new projects, and provide a unique customer experience.

Requirements

• Minimum of 12 years of high-tech/SaaS industry experience
• 8+ years in Customer Engagement roles
• Prior experience with implementing or supporting ServiceNow products in an Enterprise
• Strong cross-functional, technical Project Management experience including planning, scheduling, monitoring and stakeholder reporting
• Demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll-out and beyond
• Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes
• Experience with analytics and understanding of metrics and KPIs (as defined)
• Thought leadership and strategic thinking
• Ability to gather and analyze data to understand the pros and cons of different decisions and options
• Ability to communicate abstract ideas clearly and independently manage complex project objectives
• Excellent negotiation and persuasion skills
• Facilitation skills in leading and planning meetings, reviews, and retrospectives
• Strong customer orientation and an innate ability to anticipate and act
• Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement
• Ability to learn quickly and pick up tools, systems, and processes in a short amount of time
• Critical thinking skills, and ability to assimilate and implement new information rapidly and think strategically
• BS/BA degree in computer science, engineering or related discipline preferred

Responsibilities

• Manage cross-functional projects and teams
• Provide weekly/monthly, quarterly updates to the customer as well as to internal executive teams
• Manage each phase of the project and be able to navigate the cross-functional team, both internal and external
• Initiate and/or participate in strategic initiatives that impact the tactical approach to the effort as well as influencing the direction of the project
• Develop and present the value proposition to the customer as part of the initiative and on-going collaboration
• Mentor Customer Outcomes or Partner team members to achieve the engagement's deliverables and promote the customer's desired results
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions