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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 technology solutions, has been transforming work processes since its inception in 2004. With a commitment to enhancing operational efficiency, we serve over 8,100 clients globally, including a significant portion of the Fortune 500. Our cloud-based platform integrates people, systems, and processes, enabling organizations to work smarter and more effectively.

Position Summary:
The Senior Manager of Customer Engagement plays a crucial role within the Customer Outcomes leadership team, overseeing the execution of service delivery and managing the Customer Engagement team.

This role is pivotal in ensuring compliance with the Global Services Delivery Framework, achieving regional revenue goals, analyzing key performance indicators, and facilitating the onboarding of new team members.

Key Responsibilities:

Delivery Management:

  • Guide the Customer Outcomes engagement management team to ensure the timely and high-quality execution of implementation projects.
  • Act as the primary contact for delivery-related inquiries from both internal stakeholders and clients, including governance discussions and project reviews.
  • Ensure strict adherence to the Global Services Delivery Framework and maintain operational excellence through meticulous project execution, including planning and revenue forecasting.
  • Communicate effectively with management regarding any issues that may impact project scope, budget, or delivery timelines.
  • Collaborate closely with Services Sales, Customer Success, Expert Services, Resource Management, and other Global Delivery teams to ensure exceptional customer service.
  • Build strong relationships with account teams and partners to enhance delivery outcomes.
  • Quickly and effectively resolve delivery challenges to minimize impacts on budget and timelines while ensuring high levels of customer satisfaction.
  • Manage financial aspects including revenue, costs, and margins for regional delivery projects.

Team Leadership:

  • Mentor and guide team members, fostering their professional growth.
  • Provide leadership for new hires, ensuring they follow the enablement plan and achieve ramp-up timelines.
  • Identify training and development needs for the team and create tailored training plans to meet organizational requirements.
  • 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 for continuous improvement in resources, processes, and technical capabilities.
  • Manage team utilization targets on a quarterly basis.

Performance Metrics:

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

Qualifications:
To excel in this position, 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.
  • Expertise in designing and developing service capabilities and managing service portfolios.
  • Proven ability to influence and consult on IT Operations and Digital Transformations.
  • Experience in working with service channel organizations and their partners.
  • Strong communication skills, capable of engaging with customer leaders, including CXO roles.
  • A passion for technology and business challenges, with a commitment to customer success.
  • Excellent organizational and time management skills.
  • Familiarity with business tools and software, including ServiceNow Platform, MS Office 365, Professional Services Automation tools, and Business Intelligence tools.
  • Willingness to travel up to 50%.

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