Full-Time Principal Engagement Manager

What you get to do in this role: As a Customer Engagement Manager, you will be responsible for managing key internal and external initiatives to add significant value to customers and help the broader organization innovate. Deliverables include implementing new projects and managing/navigating customers during these projects.

Manage cross-functional projects and teams, senior-level business executives, and customers to provide a unique customer experience.

Provide weekly/monthly and quarterly updates to customers and internal executive teams.

Manage each phase of the project, navigating cross-functional teams (internal and external).

Initiate and/or participate in strategic initiatives, impacting the tactical approach and influencing project direction.

Develop and present the value proposition to the customer as part of the initiative and ongoing collaboration.

Mentor Customer Outcomes or Partner team members to achieve engagement deliverables and promote customer desired results.

Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.

To be successful you need:

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving (using AI tools, automating workflows, analyzing AI insights, or exploring AI impact).
• Minimum 12+ years of high-tech/SaaS industry experience.
• Minimum 8+ years in Customer Engagement roles.
• Prior experience with implementing or supporting ServiceNow products in an Enterprise environment.
• Strong cross-functional, technical Project Management experience (planning, scheduling, monitoring, stakeholder reporting).
• Demonstrated experience leading key projects, including strategic customer programs from inception to successful rollout and beyond.
• Strong documentation and presentation skills, creative thinking, and willingness to work hands-on to deliver impactful outcomes.
• Experience with analytics and understanding of metrics/KPIs.
• Thought leadership and strategic thinking.
• Ability to gather and analyze data to understand the pros and cons of different decisions and options.
• Clear communication of abstract ideas, independent management of complex project objectives.
• Excellent negotiation and persuasion skills.
• Facilitation skills in leading and planning meetings, reviews, and retrospectives.
• Strong customer orientation, anticipating and acting.
• Active listening to ensure feedback drives new initiatives and identifies areas of improvement.
• Ability to learn quickly and pick up tools, systems, and processes.
• Critical thinking, assimilating and implementing new information rapidly and strategically.
• BS/BA degree in computer science, engineering, or related discipline (preferred).
• Travel up to 50%.

What is the last date for applying to the job?

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