Senior Technical Program Manager

1 week ago


San Diego, California, United States ServiceNow Full time
Job Overview

Company Overview:
ServiceNow, a leader in innovative technology solutions, has been transforming the way organizations operate since its inception. With a focus on AI-enhanced platforms, we empower over 8,100 clients, including a significant portion of the Fortune 500, to streamline their processes and enhance productivity.

Role Summary:
We are looking for a highly organized and proactive Technical Implementation Program Manager to oversee critical customer engagement initiatives. This role involves managing a portfolio of programs aimed at enhancing customer adoption and satisfaction across a diverse range of industries.

Key Responsibilities:

  • Manage a comprehensive portfolio of customer adoption programs, ensuring effective onboarding and lifecycle management.
  • Oversee the integration of technical implementations with customer outcomes, collaborating with various internal teams.
  • Facilitate the Customer Adoption Review Council to optimize outreach and program allocation for licensed accounts.
  • Develop and maintain documentation and processes for third-party implementer onboarding.
  • Track customer readiness and define adoption lifecycle stages to enhance engagement.
  • Establish metrics for product adoption across multiple business units.
  • Create reusable communication templates and documentation for internal stakeholders.
  • Develop training materials and standard operating procedures to support program execution.
  • Collaborate with engagement managers to monitor progress and address any risks or barriers.
  • Host executive meetings and cross-functional events to ensure alignment and progress.
  • Implement change management strategies to facilitate the adoption of new processes.
  • Deliver regular updates to stakeholders on program developments and outcomes.
  • Integrate feedback mechanisms into the customer engagement process to drive continuous improvement.

Qualifications:

  • Proven experience in program management, particularly in technical implementations.
  • Strong understanding of technical concepts with the ability to communicate effectively with diverse stakeholders.
  • Exceptional organizational skills and the ability to manage multiple priorities.
  • Excellent written and verbal communication skills.
  • Familiarity with customer engagement tools and CRM systems.
  • Project Management Professional (PMP) certification is preferred.

Education:
Bachelor's Degree or equivalent required; advanced degrees are a plus.



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