Senior Customer Engagement Manager

NLB Services; United States; Remoto; GBP 70.000 - 110.000; Tempo integral

Resumo da vaga

Next Level Business Services Inc. is seeking a Senior Customer Engagement Manager to lead complex customer adoption and technology implementation engagements.

This remote UK role requires extensive programme and project management experience across enterprise platforms, with the ability to manage senior stakeholders and drive successful outcomes. Responsibilities include end-to-end delivery, governance reporting, and coordinating cross-functional teams.

Qualificações

• 8+ years in high-tech or SaaS environments.
• 5+ years in customer-facing project/programme management.
• Experience with technology implementations and complex engagements.
• PMP/PMI or equivalent certification desirable.

Responsabilidades

• Lead end-to-end project delivery including planning, scheduling, monitoring, risk management and execution.
• Manage complex customer engagements and drive successful adoption of enterprise platforms.
• Coordinate cross-functional teams, senior stakeholders, partners and customers.
• Provide governance reports and progress reviews to stakeholders.
• Facilitate planning meetings, reviews and retrospectives.
• Identify delivery gaps and drive mitigation plans.
• Communicate project value propositions to customers.
• Ensure knowledge transfer and transition activities at project closure.

Conhecimentos

Project management

Stakeholder mgmt

SaaS delivery

ServiceNow

Agile/Scrum

ITIL Foundation

OCM

Change management

PMP certification

Formação

Bachelor's degree

Ferramentas

ServiceNow

Descrição da vaga

Hiring Now – Senior Customer Engagement Manager

Location: UK – Remote

Work Mode: Remote

Experience: 8+ Years

Role Type: Contract

Job Description

We are looking for an experienced Senior Customer Engagement Manager to lead complex customer adoption and technology implementation engagements. The ideal candidate will have strong programme and project management expertise, experience with enterprise technology platforms, and the ability to manage senior stakeholders while driving successful customer outcomes.

Key Responsibilities

• Manage end-to-end project delivery, including planning, scheduling, monitoring, risk management and execution.
• Lead complex customer engagements and ensure successful adoption of enterprise technology platforms.
• Manage cross-functional teams, senior stakeholders, partners and customers.
• Drive collaboration and effective decision-making across internal and external stakeholders.
• Provide regular project updates, governance reports and progress reviews.
• Facilitate project planning meetings, reviews and retrospectives.
• Manage project scope, timelines, schedules, risks and business objectives.
• Identify delivery gaps, risks and issues, and drive appropriate mitigation and resolution plans.
• Develop and communicate project value propositions to customers.
• Ensure effective knowledge transfer, documentation and transition activities at project closure.

Required Skills & Experience

• 8+ years of experience in the high-tech or SaaS industry.
• 5+ years of experience in customer-facing project/programme management roles.
• Strong experience managing technology implementation projects and strategic customer engagements.
• Prior experience implementing or supporting ServiceNow products.
• Good understanding of the Now Create implementation methodology.
• Experience with Agile/Scrum methodologies.
• ITIL v3 or v4 Foundation certification.
• Strong knowledge of organisational change management (OCM) frameworks.
• Excellent stakeholder management, communication, negotiation and presentation skills.
• Experience managing projects from initiation through go-live and post-go-live hypercare.
• AI/Generative AI customer implementation experience would be an advantage.
• PMP/PMI or equivalent project management certification is desirable.
• Scrum Master certification is preferred.
• Bachelor's degree or equivalent experience.