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Senior Technical Program Manager
2 months ago
Company Overview:
Founded in 2004 in San Diego, California, ServiceNow has evolved into a leading global provider of innovative AI-driven technology, serving over 8,100 clients, including a significant portion of the Fortune 500.
Our intelligent cloud platform integrates people, systems, and processes, enabling organizations to discover more efficient and effective ways to operate. This is merely the beginning of our mission to enhance productivity for all.
Role Overview:
We are looking for a meticulous and proactive Technical Implementation Program Manager focused on Customer Engagement. This role is pivotal in managing the program and operations of impactful initiatives involving numerous Early Adopter Validations and pre-sales activities.
The successful candidate will streamline processes for feedback, insights, and improvements identified during customer interactions while enhancing our customer engagement tools.
Key Responsibilities:
- Oversee a portfolio of 10 Gen AI implementation programs across 360+ customers, establishing a unified customer adoption lifecycle and onboarding framework for cross-functional teams.
- Manage the Gen AI implementation scaling process, ensuring alignment with customer outcomes and collaboration with various internal teams.
- Facilitate the Customer Adoption Review Council to centralize outreach and assess licensed Gen AI accounts for appropriate program distribution.
- Develop and manage legal processes for onboarding third-party implementers and customers.
- Track customer readiness and define lifecycle stages for program adoption.
- Establish product adoption metrics across multiple business units.
- Create reusable communication templates and documentation.
- Design processes, training materials, and standard operating procedures for program execution and reporting.
- Collaborate with internal stakeholders to define project plans, deliverables, and success criteria for complex customer adoption initiatives.
- Identify and mitigate risks to achieve program objectives.
- Conduct executive meetings and large cross-functional events.
- Implement change management strategies to ensure successful adoption of new processes across the organization.
- Monitor resource allocation to facilitate smooth program execution.
- Provide monthly updates to stakeholders regarding program progress and developments.
Qualifications:
- 12-15+ years of experience in Program Management.
- Proven track record in technical implementations or customer engagement roles.
- Strong understanding of technical concepts with the ability to communicate effectively with diverse stakeholders.
- Excellent organizational skills and capacity to manage multiple priorities.
- Exceptional written and verbal communication skills.
- Familiarity with CRM systems and customer engagement tools.
- Project Management Professional (PMP) certification or equivalent is preferred.
Education:
- Bachelor's Degree or equivalent required; MBA or other advanced degree preferred.
Compensation and Benefits:
We offer competitive compensation packages, including base pay, equity options, and comprehensive benefits.
Equal Opportunity Employer:
ServiceNow is committed to diversity and inclusion, providing equal employment opportunities to all qualified applicants.
