Principal Customer Engagement Manager

TESTQ Technologies; Greater London; Presencial; GBP 90.000 - 130.000; Jornada completa

Descripción de la vacante

ServiceNow is seeking a Principal Engagement Manager to lead complex customer adoption engagements, ensuring rapid platform adoption and successful implementations of Now Platform and Generative AI solutions.

The role requires strong program management, exceptional communication, and a track record in SaaS services with ability to lead cross‑functional teams and executive stakeholders across enterprise customers.

Formación

• 12+ years in high‑tech SaaS industry with strong program management track record.
• Proven ability to lead complex customer engagements and multi‑functional teams.
• Exceptional communication, negotiation and stakeholder management skills.

Responsabilidades

• Provide rigorous program management across the project lifecycle from planning to go‑live.
• Apply Now Create implementation guidance to ensure successful customer outcomes.
• Lead cross‑functional teams and executive stakeholders to deliver value.
• Coordinate collaboration between internal teams, partners, and customers.
• Deliver regular updates to customers and internal stakeholders on progress.
• Facilitate project planning, reviews and retrospectives.
• Govern requirements to align with scope and objectives.
• Present project value propositions and guide ongoing collaboration.
• Mentor team members to achieve engagement deliverables and results.
• Identify and mitigate risks, track issues, and drive resolutions.
• Ensure knowledge transfer and transition activities at engagement end.

Conocimientos

Program management

Customer facing

Cross-functional

Communication

Agile/Scrum

Risk management

Stakeholder management

Project governance

Leadership

Strategic thinking

Educación

ITIL Foundation

Certified ScrumMaster

PMI/ PMP

Herramientas

ServiceNow

Descripción del empleo

The Now Platform is central to ServiceNows mission to be the defining enterprise software company of the 21st century and grow organically to 15B in revenue and beyond Born in the cloud and built from the ground up with a single data model and a single scalable architecture the Now Platform enables data to flow seamlessly across applications and existing systems The Now Platform delivers workflow automation at an enterprise scale enabling process optimization for productivity agility and resiliency with modern consumer like experiences

Job Description

• As a Principal Engagement Manager you will play a critical role in managing complex customer adoption engagements to ensure the adoption of the Platform helping to rapidly establish Generative AI solutions and other Platform capabilities in our customer base The successful candidate is a results oriented self starter with strong program management skills technical expertise and exceptional communication abilities to ensure successful implementation and customer satisfaction

What you get to do in this role

• Provide program management practices such as planning scheduling monitoring risk management etc to drive rigorous project execution throughout the project lifecycle
• Apply project management expertise from the Now Create implementation methodology and prescriptive guidance to promote engagement delivery to drive successful customer outcomes
• Manage crossfunctional projects and teams seniorlevel business executives and customers to provide an exceptional customer experience
• Drive collaboration and efficient decisionmaking between all internal and external stakeholders including partners and customers
• Provide regular weekly monthly quarterly updates to customers as well as to internal stakeholders
• Facilitate project planning meetings reviews and retrospectives
• Provide project governance to manage requirements in line with agreed to scope and business objectives
• Develop and present the project value proposition to customers as part of the initiative and ongoing collaboration
• Mentor team members to achieve the engagements deliverables and promote the customers desired results
• Identification and execution of risk assessment prevention and mitigation plans and efficient identification tracking and resolution of issues
• Identify gaps between actuals and plan of record proposing solutions and driving resolutions
• Ensure complete knowledge transfer record updates and all transition activities are taking place at the end of each engagement

Qualifications

• Minimum of 12 years of hightech SaaS industry experience
• 8 years in a customer facing role program management as part of a professional services organization or similar role
• 8 years of experience with technology products
• Certified ScrumMaster PMPPgMP andor ServiceNow Implementation Methodology certification or equivalent
• ITILv3 or v4 Foundation
• Strong working knowledge of OCM frameworks practitioner certification a plus
• Exceptional communication skills to include technical and business concepts
• Very strong written communication skills
• Excellent negotiation and persuasion skills
• Must enjoy working in a highly collaborative fastpaced environment with a willingness to learn new things independently
• Prior experience with implementing or supporting ServiceNow products
• Strong crossfunctional technical Project Management experience and demonstrated experience in leading key projects including strategic customer programs from inception to successful golivepost golive hypercare period
• Ability to think strategically learn fast and communicate with impact