Senior Customer Engagement Manager - ServiceNow

Senior Customer Engagement Manager - ServiceNow | Now Platform

Remote Only

W2 Contract Role

Job Description

As a Senior 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 project 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 cross-functional projects and teams, senior-level stakeholders and customers to provide an exceptional customer experience

•       Drive and foster collaboration and efficient decision-making 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, time, schedule, and business objectives

•       Develop and present the project value proposition to customers as part of the initiative and on-going collaboration

•       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, lessons learned, and all transition activities are taking place at the end of each engagement

Qualifications:

•       Minimum of 8+ years of high-tech/SaaS industry experience

•       5+ years in a customer-facing project management role as part of a professional services organization or similar role

•       5+ years of experience with technology products

•       Project Management certification in PMI or similar, desired

•       Agile Scrum experience and Scrum Master certification preferred

•       ITIL v3 or v4 Foundation

•       Strong working knowledge of OCM frameworks

•       Excellent written and verbal communication skills to include technical and business concepts

•       Excellent negotiation and persuasion skills

•       Must enjoy working in a highly collaborative fast-paced environment with a willingness to learn new things independently

•       Prior experience with implementing or supporting ServiceNow products

•       Strong cross-functional, technical Project Management experience and demonstrated experience in leading key projects, including strategic customer programs from inception to successful go-live/post go-live hypercare period

•       Ability to think strategically, learn fast, and communicate with impact

•       Bachelor’s degree or equivalent experience

•       English – fluent

•       AI customer implementation experience preferred