Principal Engagement Manager

Summary

Join ServiceNow as a Customer Engagement Manager and manage key internal and external initiatives to add significant value to customers and drive organizational innovation. You will oversee project implementation, manage customer relationships throughout projects, and provide regular updates to both customers and internal teams. This role involves managing cross-functional teams, developing value propositions, mentoring team members, identifying and resolving project gaps, and contributing to strategic initiatives. You will leverage strong communication, analytical, and problem-solving skills to ensure successful project delivery and customer satisfaction. The position requires significant experience in customer engagement, project management, and the high-tech/SaaS industry, along with a strong understanding of metrics and KPIs.

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
• Travel up to 50%
• Certification: ServiceNow CSA or willingness to obtain the certification within the first 90 days of employment

Responsibilities

• Manage cross-functional projects and teams, senior-level business executives and customers to provide a unique customer experience during the projects
• 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

Preferred Qualifications

• Active Security Clearance preferred
• BS/BA degree in computer science, engineering or related discipline preferred

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs