Senior Principal Engagement Manager

ServiceNow; Addison (TX); On-site; USD 100,000 - 150,000; Full time

Job summary

A leading company in the tech industry seeks a Customer Engagement Manager to lead projects and enhance customer experiences. The role involves managing internal and external initiatives, ensuring deliverables are met, and utilizing AI to drive innovation. Ideal candidates will have extensive experience in SaaS, a strong project management background, and excellent analytical skills.

Qualifications

• 15+ years in high-tech/SaaS industry, 10+ in Customer Engagement roles.
• Experience implementing/supporting ServiceNow products in Enterprise.
• Ability to gather and analyze data; proficiency in metrics and KPIs.

Responsibilities

• Manage cross-functional projects and senior-level business executives.
• Provide updates to customers and internal teams during projects.
• Mentor team members to achieve engagement deliverables.

Skills

Critical thinking

Project Management

Customer orientation

Negotiation

Communication

Analytics

Facilitation

Education

BS/BA degree in computer science, engineering or related discipline

Job 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.

What you get to do in this role:

• 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

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 15years of high-tech/SaaS industry experience
• 10+ years in Customer Engagement roles
• Prior experience with implementing or supporting ServiceNow products in an Enterprise
• Excellent 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
• Excellentdocumentation 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

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.Learn more here .

Equal Opportunity Employer

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.

Accommodations

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.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.