Senior 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 implement new projects, manage customer interactions throughout project lifecycles, 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 your experience in high-tech/SaaS and customer engagement to lead projects from inception to successful rollout. The position requires strong communication, presentation, and analytical skills, along with the ability to navigate complex project objectives and foster strong customer relationships.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• Minimum of 10 years of high-tech/SaaS industry experience
• 5+ 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%

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

BS/BA degree in computer science, engineering or related discipline preferred