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Principal Engagement Manager

3 months ago

Raleigh, North Carolina, United States ServiceNow Full time

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:
Qualifications

To be successful in this role you have:

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
Work Personas

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 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.

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