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Senior Technical Program Manager for Customer Engagement

2 months ago

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

In this role, you will be part of ServiceNow's Success, Technology, Experience, and Platform (STEP) organization, which is the largest division within the company, encompassing all Products and Platform teams, along with our exceptional Customer Success and Experience teams.

Key Responsibilities:


As a Senior Technical Program Manager, you will be tasked with managing a portfolio of significant programs aimed at enhancing customer engagement through Gen AI implementations across a diverse customer base.

Your responsibilities will include:

  • Overseeing the operations of numerous customer adoption initiatives, ensuring a structured lifecycle for onboarding and documentation.
  • Coordinating with various internal teams to integrate customer outcomes, partner ecosystems, and product success into the implementation process.
  • Facilitating the Customer Adoption Review Council to streamline outreach and evaluate program allocations for licensed Gen AI accounts.
  • Creating and managing the legal onboarding processes for third-party implementers and customers.
  • Tracking customer readiness and defining lifecycle stages for program adoption.
  • Establishing metrics for product adoption across multiple business units.
  • Developing reusable communication templates and artifacts for customer interactions.
  • Building comprehensive processes, training materials, and internal knowledge bases to support program execution.
  • Defining program requirements, including legal templates and operational procedures.
  • Managing centralized tools, dashboards, and training for effective program execution.
  • Collaborating with engagement managers to monitor customer adoption progress and address any risks or barriers.
  • Engaging with internal stakeholders to create project plans and success criteria for complex customer adoption initiatives.
  • Identifying and mitigating risks to ensure program objectives are met.
  • Hosting executive meetings and cross-functional events to drive alignment.
  • Implementing change management strategies to facilitate the adoption of new processes across the organization.
  • Tracking resources effectively to ensure seamless program execution.
  • Creating a unified engagement tracking system to monitor progress and identify improvement areas.
  • Delivering regular reports to stakeholders to keep them informed about program developments.
  • Developing processes for capturing feedback and enhancements from customer engagements.
  • Integrating feedback into a centralized project management tool to improve customer engagement processes.
  • Expanding the capabilities of the engagement tool to adapt to the evolving needs of internal teams.

Qualifications:
We are looking for a results-driven individual with strong program management skills, technical knowledge, and excellent communication abilities to ensure successful implementation and customer satisfaction. You will thrive in a dynamic environment, driving the tactical execution of large-scale programs from conception through to completion, while fostering collaboration and achieving business outcomes.