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, quarterly updates to the customer and internal executive teams.

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

Initiate/participate in strategic initiatives impacting 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:

• Experience leveraging/critically thinking about integrating AI into work processes, decision-making, or problem-solving (using AI-powered tools, automating workflows, analyzing insights, or exploring AI impact).
• Minimum 12 years high-tech/SaaS industry experience
• 8+ years in Customer Engagement roles
• Prior experience implementing/supporting ServiceNow products in an Enterprise
• Strong cross-functional, technical Project Management experience (planning, scheduling, monitoring, stakeholder reporting)
• Experience leading key projects, including strategic customer programs from inception to successful roll-out and beyond
• Strong documentation and presentation skills, creative thinking, 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 pros/cons of decisions/options
• Ability to communicate abstract ideas clearly and independently manage complex project objectives
• Excellent negotiation and persuasion skills
• Facilitation skills in leading/planning meetings, reviews, and retrospectives
• Strong customer orientation and anticipating/acting
• Active listening skills to ensure feedback drives initiatives and identifies improvements
• Ability to learn quickly and pick up tools/systems/processes
• Critical thinking skills, assimilating/implementing new information rapidly
• Bachelor's 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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