Principal Engagement Manager

Servicenow; Addison (TX); On-site; USD 100,000 - 160,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Engagement Manager to lead cross-functional projects and enhance customer experiences. In this role, you will leverage your extensive experience in the high-tech and SaaS sectors to manage key initiatives, mentor team members, and drive strategic customer programs. You will be at the forefront of integrating AI into work processes, ensuring that the organization innovates effectively. This role offers a unique opportunity to make a significant impact while working in a flexible and inclusive environment that values creativity and collaboration.

Qualifications

• 12+ years in high-tech/SaaS industry with 8+ years in Customer Engagement roles.
• Strong project management and documentation skills are essential.

Responsibilities

• Manage cross-functional projects and provide unique customer experiences.
• Deliver project updates and mentor team members for successful outcomes.

Skills

AI Integration

Project Management

Customer Engagement

Negotiation Skills

Critical Thinking

Data Analysis

Documentation Skills

Presentation Skills

Customer Orientation

Active Listening

Education

BS/BA in Computer Science

Degree in Engineering

Job description

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired Companies.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

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.

• 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 ongoing 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

To be successful in this role you have:

• 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 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.
• Travel up to 50%.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.