Principal Engagement Manager Banking Industry

ServiceNow; West Palm Beach (FL); On-site; USD 100,000 - 130,000; Full time

Job summary

A leading company in the tech industry is seeking a Customer Engagement Manager to oversee key projects and enhance customer experiences. The role involves managing cross-functional teams, guiding customers through initiatives, and developing value propositions. Candidates should have extensive experience in high-tech/SaaS industries, strong project management skills, and a customer-oriented mindset. The position requires a bachelor's degree and willingness to travel up to 50%.

Qualifications

• At least 12 years of experience in high-tech/SaaS industries.
• Over 8 years in Customer Engagement roles.

Responsibilities

• Manage cross-functional projects involving teams and customers.
• Provide regular updates to customers and internal executive teams.
• Mentor team members to achieve engagement goals.

Skills

Project Management

Customer-Oriented Mindset

Data Analysis

Strategic Thinking

Negotiation

Critical Thinking

Education

Bachelor’s degree in computer science

Job description

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 to add value for customers and foster innovation within the organization. Your deliverables include implementing new projects and guiding customers through these projects.

Main Responsibilities:

1. Manage cross-functional projects involving teams, senior executives, and customers to deliver exceptional customer experiences.
2. Provide regular updates to customers and internal executive teams.
3. Oversee each project phase, coordinating internal and external teams.
4. Participate in strategic initiatives influencing project direction and tactics.
5. Develop and present value propositions to customers for ongoing collaboration.
6. Mentor team members to achieve engagement goals and customer results.
7. Identify and resolve gaps between actuals and plans.

Qualifications:

To succeed in this role, you should have:

• Experience integrating AI into workflows, decision-making, or problem-solving, including using AI tools and analyzing AI insights.
• At least 12 years of experience in high-tech/SaaS industries.
• Over 8 years in Customer Engagement roles.
• Experience with ServiceNow products in an enterprise setting.
• Strong project management skills across technical and cross-functional teams.
• Proven success leading strategic customer projects from start to finish.
• Excellent documentation, presentation, and creative thinking skills.
• Understanding of analytics, metrics, and KPIs.
• Strategic thinking and thought leadership.
• Data analysis skills for decision-making.
• Clear communication and complex project management abilities.
• Negotiation and persuasion skills.
• Facilitation skills for meetings and reviews.
• Customer-oriented mindset with proactive feedback incorporation.
• Quick learner with adaptability to new tools and processes.
• Critical thinking and strategic planning capabilities.
• Bachelor’s degree in computer science, engineering, or related field preferred.
• Willingness to travel up to 50%.

Additional Information:

ServiceNow is an Equal Opportunity Employer. We value diversity and inclusion in our workforce. For accommodations during the application process, contact us at [e-mail].

Note on export control regulations: Some roles may require export licenses from the U.S. Government.

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