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Senior Customer Engagement Manager

2 months ago

Vergennes, Vermont, United States ServiceNow Full time
Job Overview

Company Overview:
ServiceNow, a pioneer in innovative cloud-based solutions, has been transforming the workplace since its inception in 2004. With a robust clientele that includes a significant portion of the Fortune 500, we leverage cutting-edge AI technology to enhance operational efficiency and connectivity across organizations.

Position Summary:
The Senior Manager of Customer Engagement plays a vital role within the Customer Outcomes leadership team, focusing on the management and execution of the Customer Engagement team’s initiatives.

This position is responsible for ensuring compliance with the Global Services Delivery Framework, achieving regional revenue goals, analyzing key performance indicators, and overseeing the onboarding of new team members.

Key Responsibilities:

Delivery Management:

  • Offer daily guidance to the Customer Outcomes engagement management team to guarantee timely and high-quality delivery of implementation projects.
  • Act as the primary contact for delivery-related inquiries from both internal stakeholders and clients, which may include governance discussions and project evaluations.
  • Ensure strict adherence to the Global Services Delivery Framework, maintaining operational excellence through meticulous project execution, including planning and revenue forecasting.
  • Effectively communicate any issues to management that could impact project scope, budget, or delivery timelines, ensuring a world-class customer experience.
  • Collaborate closely with Services Sales, Customer Success, Expert Services, Resource Management, and other Global Delivery teams to deliver exceptional service to clients.
  • Build strong relationships with account teams and partners to enhance customer delivery outcomes.
  • Quickly and effectively resolve delivery challenges to minimize budget and timeline impacts while ensuring high customer satisfaction.
  • Manage financial aspects, including revenue, costs, and margins for regional delivery projects.

Team Leadership:

  • Mentor team members and provide leadership for new hires, ensuring they follow the enablement plan and meet ramp-up expectations.
  • Identify training and development needs for the team and create tailored training plans to adapt to organizational changes.
  • Conduct performance evaluations based on key performance indicators and other relevant metrics.
  • Collaborate with the Geography's Customer Outcomes Delivery Leader to enhance the skills and quality of team members.
  • Work alongside Resource Managers and Global Delivery technology practices to ensure projects are staffed with appropriately skilled resources.
  • Facilitate a feedback loop into Global Delivery for continuous improvement in resources, processes, and technology.
  • Guide team members to meet utilization targets on a quarterly basis.

Performance Metrics:

  • Financial: Revenue, Cost, and Margin
  • People: Billable and Productive Utilization
  • Customer: Customer Satisfaction Scores for the region

Qualifications:
To excel in this role, candidates should possess:

  • A minimum of 5 years of leadership experience in a professional services environment, with a background in roles such as PMO Leader, Program/Project Management, Product Management, Services or Solution Sales, or Implementation.
  • Over 10 years of consulting experience with complex, global organizations.
  • Experience in leading and mentoring teams of twenty or more individuals.
  • Proven track record in designing service capabilities and managing service portfolios.
  • Ability to influence and consult on IT Operations and Digital Transformations.
  • Experience engaging with service channel organizations and their partners.
  • Strong communication skills to interact with customer leaders, including CXO roles, to understand and influence their expectations.
  • A passion for technology and its intersection with business challenges.
  • A commitment to customer success and continuous improvement.
  • Strong people development skills, including coaching and mentoring.
  • Capability to grasp complex technical solutions and communicate them effectively.
  • Ability to foster relationships across various ServiceNow departments.
  • Excellent oral, written, and presentation skills.
  • Proactive, self-motivated, and capable of driving results through indirect influence.
  • Strong organizational and time management skills.
  • Familiarity with business tools and software, including ServiceNow Platform, MS Office 365, Professional Services Automation tools, Business Intelligence tools, and Workforce management tools.
  • Willingness to travel up to 50%.

We encourage candidates from diverse backgrounds to apply, as unique experiences enrich our team.