Senior Engagement Manager

ServiceNow; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading technology firm in Toronto is seeking a Customer Engagement Manager responsible for managing key initiatives and enhancing customer experiences. The ideal candidate will have over 10 years in the high-tech industry and 8+ years in customer engagement roles. This position involves project management and strategic planning, requiring excellent skills in negotiation and critical thinking. The role offers a dynamic environment focused on innovation and collaboration.

Qualifications

• Experience in leveraging AI into work processes.
• Minimum of 10 years in high-tech/SaaS industry.
• 8+ years in Customer Engagement roles.
• Prior experience with ServiceNow products.
• Strong cross-functional project management experience.
• Excellent documentation and presentation skills.

Responsibilities

• Manage cross-functional projects and customer experiences.
• Provide updates to customers and internal teams.
• Initiate and participate in strategic initiatives.
• Develop and present value propositions.
• Mentor team members to achieve engagement deliverables.

Skills

AI integration

Customer Engagement

Project Management

Analytical skills

Negotiation skills

Facilitation skills

Critical thinking

Creative thinking

Education

BS/BA in computer science, engineering or related discipline

Job description

Company Description: It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

As a Customer Engagement Manager, you will be responsible for managing key internal and external initiatives with the aim of adding significant value to the customers as well as helping the broader organization innovate. Deliverables will include the implementation of new projects, as well as managing and navigating the customers’ during these projects.

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.

Qualifications

• 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
• 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
• Travel up to 50%
• Canadian citizenship or permanent residency status and reside in Canada
• Federal government clearance is preferred

Additional Information

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.