Current jobs related to Senior Manager, Customer Engagement - Addison - ServiceNow

  • Senior Manager, Accounts Payable

    7 days ago

    Addison, United States Capital Senior Living Full time

    As an expert in your field, the Accounts Senior Manager, Accounts Payable will lead the month and year-end closing procedures and assist with the day-to-day function. This position will be located on site at our Dallas, Texas corporate office. The ab Accounts Payable, Manager, Payment Processing, Senior, Leadership, Project Management, Accounting

  • Senior Financial Planning and Analysis Manager

    3 days ago

    Addison, Texas, United States Capital Senior Living Full time

    Job SummaryCapital Senior Living is a leading operator of senior living communities, with a strong focus on providing high-quality care and services to its residents. We are seeking a highly skilled and experienced FP&A Manager to join our team.Key ResponsibilitiesSupport the execution of the Company's financial planning and analysis functions, as well as...

  • Senior Product Manager

    1 week ago

    Addison, United States Gee Group - SNI Companies Full time

    SNI Companies has partnered with a growing company in the Chicago, Illinois area in search of Senior Product Manager. This is a HYBRID position - 2 days onsite.This position is open for US Citizen & Green Card candidates.Not open for C2C.For immediate consideration, please email your resume top leah.lacayo@geegroup.com.Key Responsibilities • Product...

  • Senior Product Manager

    3 weeks ago

    Addison, United States Gee Group - SNI Companies Full time

    SNI Companies has partnered with a growing company in the Chicago, Illinois area in search of Senior Product Manager. This is a HYBRID position - 2 days onsite.This position is open for US Citizen & Green Card candidates.Not open for C2C.For immediate consideration, please email your resume top leah.lacayo@geegroup.com.Key Responsibilities • Product...

  • Senior Product Manager

    3 weeks ago

    Addison, United States Gee Group - SNI Companies Full time

    SNI Companies has partnered with a growing company in the Chicago, Illinois area in search of Senior Product Manager. This is a HYBRID position - 2 days onsite.This position is open for US Citizen & Green Card candidates.Not open for C2C.For immediate consideration, please email your resume top leah.lacayo@geegroup.com.Key Responsibilities • Product...

  • Senior Tax Manager

    2 weeks ago

    Addison, Illinois, United States Lincoln Search Consultants Inc Full time

    Job Title: Senior Tax Manager Location: Lincoln Search Consultants, a nationally recognized professional recruiting firm, has been engaged by our client, a leading industrial distribution company, on a Senior Tax Manager search. The Senior Tax Manager position will primarily be responsible for financial reporting for income taxes, income tax compliance,...

  • Senior Counsel

    2 weeks ago

    Addison, Texas, United States Capital Senior Living Full time

    About Sonida Senior LivingSonida Senior Living is a leading operator of independent living, assisted living, and memory care communities for senior adults. With 71 communities across 18 states, we provide comfortable, safe, and affordable communities where residents can form friendships, enjoy new experiences, and receive personalized care from dedicated...

  • Senior Accountant

    7 days ago

    Addison, Texas, United States Capital Senior Living Full time

    Senior Accountant - Property OperationsAbout Sonida Senior LivingSonida Senior Living is one of the nation's leading operators of independent living, assisted living and memory care communities for senior adults. The Company operates 83 communities that are home to nearly 7,800 residents across 20 states providing comfortable, safe, affordable communities...

  • Associate, Customer Success Management

    2 weeks ago

    Addison, United States Tanium Full time

    The Basics:*Required to be onsite in our Addison, TX office 5 days a week This customer-facing role is critical to helping customers receive value from their investment in Tanium and to ensure Tanium maintains its enviable base of high value, loyal customers that rely on Tanium to manage all their endpoints. The successful candidate will be able to support a...

  • Manager, FP&A

    3 months ago

    Addison, United States Capital Senior Living Full time

    Sonida Senior Living is one of the nation’s leading operators of independent living, assisted living and memory care communities for senior adults. The Company operates  communities that are home to nearly , residents across states providing comfortable, safe, affordable communities where residents can form friendships, enjoy new experiences and...

  • Senior Product Manager

    2 weeks ago

    Addison, Illinois, United States Dickson Full time

    Job OverviewDickson, a global leader in environmental monitoring and data logging solutions, seeks a seasoned Senior Product Manager to drive the strategy and development of its SaaS/Software business line. This role is a key position within the company's Product Management team, responsible for ensuring the success and alignment of software products with...

  • Customer Success Intern

    2 months ago

    Addison, United States Tanium Full time

    The Basics: At Tanium, our Customer Success Interns have the opportunity to learn valuable, real-world experience from the world's leading customer success organizationresponsible for helping the largest organizations on the planet achieve unprecedented visibility and control over the most complex environments in the world. Operating in a highly...

  • Senior Product Success Manager

    2 weeks ago

    Addison, Texas, United States ServiceNow Full time

    About ServiceNowServiceNow is a global market leader in innovative AI-enhanced technology, serving over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform connects people, systems, and processes to empower organizations to work smarter, faster, and better.Job SummaryWe are seeking a Senior Product Success Manager to drive...

  • Senior Product Success Manager

    2 weeks ago

    Addison, Texas, United States ServiceNow Full time

    About the RoleWe are seeking a highly skilled Senior Product Success Manager to join our team at ServiceNow. As a key member of our organization, you will be responsible for driving adoption of new product capabilities and functionality, working closely with our customers to ensure their success.Key ResponsibilitiesWork 1:1 with strategic customers to drive...

  • Senior Product Success Manager

    4 weeks ago

    Addison, Texas, United States ServiceNow Full time

    About the RoleWe are seeking a highly skilled Senior Product Success Manager to join our team at ServiceNow. As a key member of our organization, you will be responsible for driving adoption of new product capabilities and functionality, working closely with our customers to ensure their success.Key ResponsibilitiesWork 1:1 with strategic customers to drive...

  • Senior Tax Associate

    4 weeks ago

    Addison, Texas, United States Thomas, Edwards Group Full time

    Senior Tax Associate Job DescriptionAt Thomas, Edwards Group, we are seeking a highly skilled Senior Tax Associate to join our team. As a Senior Tax Associate, you will play a critical role in managing the tax return process at both the federal and state levels.Key Responsibilities:Build and maintain professional relationships with clients, preparing...

  • Senior Tax Associate

    7 days ago

    Addison, Texas, United States Thomas, Edwards Group Full time

    Job Title: Senior Tax AssociateJob Summary:We are seeking a highly skilled Senior Tax Associate to join our team at Thomas, Edwards Group. As a Senior Tax Associate, you will be responsible for managing the tax return process at both the federal and state levels. Your primary goal will be to ensure accurate and timely completion of tax returns while...

  • Customer & Industry Workflow Principal Business Process Consultant - Healthcare and Life Sciences

    4 days ago

    Addison, Texas, United States ServiceNow Full time

    Job Title: Senior Business Process Consultant - Healthcare and Life SciencesServiceNow is seeking a seasoned Business Process Consultant with expertise in Healthcare and Life Sciences to join our team. As a Senior Business Process Consultant, you will play a crucial role in designing and implementing innovative business solutions that meet our clients'...

  • Customer Service Representative

    5 months ago

    Addison, United States American Flyers Full time

    **Customer Service Representative** Addison, Texas Minimum Experience **Entry-level** Nationally recognized flight school in business for over 81 years seeks Customer Service Representative. Duties include but are not limited to daily administrative responsibilities, data entry, assist senior management, create and build the daily schedule for employees and...

  • Senior Accountant

    2 weeks ago

    Addison, Texas, United States Randstad Full time

    Senior Accountant Job DescriptionWe are seeking a highly skilled Senior Accountant to join our team at Randstad. This is a short-term assignment that requires a strong understanding of financial analysis and accounting principles.Key Responsibilities:Review and analyze budgets for facility clinic centers and contracts between centers and hospital...

Senior Manager, Customer Engagement

3 months ago

Addison, United States ServiceNow Full time
Job DescriptionJob DescriptionCompany 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

The Senior Manager, Customer Engagement is a key member of the Customer Outcomes leadership team – responsible for delivery execution and people management of the ServiceNow Customer Engagement team.

This individual is accountable for adherence to the Global Services Delivery Framework, regional revenue attainment, KPI analysis and new hire on-boarding.

The Customer Delivery Manager works closely with the Services Sales team in Pre and Post sales activities, and partners with all other Global delivery teams to maintain a high standard of service to ServiceNow customers.

Job Responsibilities:

Delivery Oversight:

  • Provide day-­to­‐day guidance to Customer Outcomes engagement management staff to ensure timely, high quality delivery of implementation projects.
  • Be the focal point for delivery questions or concerns from internal stakeholders or customers. This could include – customer governance calls, internal project reviews and escalations.
  • Ensure adherence to the Global Services Delivery Framework and operational excellence through high degree of rigor and attention to detail on project execution – including planning and revenue forecasting.
  • Clearly communicate to management issues that may affect scope, budget or timeliness of delivery of a world class customer experience.
  • Strong collaboration with Services Sales, Customer Success, Expert Services, Resource Management and other Global Delivery teams to achieve outstanding customer delivery.
  • Strong collaboration and relationship building with account teams and Partners to achieve outstanding customer delivery.
  • High ability to resolve delivery challenges quickly and effectively in an effort to minimize impact on budget and timelines while maintaining high customer satisfaction levels.
  • Management of Revenue, Cost and Margin for regional delivery implementations.

People Management:

  • Serve as a mentor to team members.
  • Provide direction and leadership for new hires, ensuring adherence to the enablement plan and new hire ramp times.
  • Determine training and development requirements for team and produce team and individual training plans. Adapt these as necessary to meet the changing needs of the organization.
  • Conduct performance reviews of team using KPI results and other factors.
  • Work with the Geography’s Customer Outcomes Delivery Leader to continuously improve the skills and quality of the individuals in the organization.
  • Work closely with Resource Managers and Global Delivery technology practices to support the staffing of projects with the right resources, with the right skills, at the right time.
  • Provide a feedback loop into Global Delivery for resource, process and technical continuous improvement
  • Manage team members to achieve utilization targets on a quarterly basis.

Role Specific KPIs:

  • Financial – Revenue, Cost and Margin
  • People – Billable and Productive utilization
  • Customer – Customer Satisfaction scores for region

Other Functional Measurements:

  • People – Personal growth and development of staff
  • People – Productive and billable utilization
  • People – Strong Employee Voice Survey results
  • Customer – Delivery Backlog Management

 

Qualifications

To be successful in this role you have:

  • 5+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles (required):
    • PMO Leader, Program/Project Management
    • Product Management
    • Services or Solution Sales
    • Implementation
    • Process Engineering
  • 10+ years of consulting experience for complex, global organizations.
  • Experience in leading and mentoring a team of twenty or more employees.
  • Experience designing and developing service capabilities and developing and running service portfolios.
  • Proven ability to influence and consult successfully on the subject of IT Operations and/or Digital Transformations.
  • Experience working with service channel organizations and their partners.
  • Strong experience and capability to speak to customer leaders (including CXO roles) to extract outcome expectations, and to influence their thinking and directions.
  • Highly motivated, driven and passionate about the intersection of technology and business challenges.
  • Dedication and commitment to customer success.
  • A determination to make things better each day.
  • Strong people development, including coaching and mentoring for management, business and technical roles.
  • Ability to learn, understand and maintain knowledge of complex technical solutions and ability to present these concepts in a comprehensive and concise manner.
  • Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams.
  • Excellent oral, listening and written communication skills, including presentation, facilitation and public speaking skills.
  • Ability to interact with and influence a wide range of employees, including senior management, and entry-level personnel across a wide number of ServiceNow departments.
  • Initiative - Proactive, self-motivated, and self-directed.
  • Ability to drive deliverables and results, which involve people who do not directly report to you.
  • Strong organizational and time management skills.
  • Understanding and prior use of business tools and/or software, such as:
    • ServiceNow Platform, or similar platform-based solution
    • MS Office 365 (Word, PowerPoint, Excel, Visio, Project)
    • Professional Services Automation tools, such as NetSuite OpenAir
    • Business Intelligence tools, such as Tableau
    • Workforce management tools, such as Workday
  • Travel required up to 50%.

Not sure if you meet every qualification? We still encourage you to apply  We value inclusivity, welcoming our candidates from diverse backgrounds, including non-traditional paths.  Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate 



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 talent.acquisition@servicenow.com 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.  

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.