Senior Technical Program Manager
1 week ago
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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