Full-Time Principal Engagement Manager

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 during projects.

Provide weekly/monthly, quarterly updates to customers 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 & present 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, proposing solutions and driving resolutions.

Success requires:

• Experience leveraging/critically thinking about integrating AI into work processes, decision-making, or problem-solving (using AI tools, automating workflows, analyzing AI-driven insights, exploring AI’s impact).
• Minimum 12 years of 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).
• Leading key projects, including strategic customer programs from inception to successful rollout.
• Strong documentation & presentation skills (creative thinking, hands-on delivery).
• Experience with analytics, metrics, and KPIs.
• Thought leadership & strategic thinking.
• Gathering & analyzing data to understand pros/cons of decisions.
• Communicating abstract ideas clearly, independently managing complex project objectives.
• Excellent negotiation & persuasion skills.
• Facilitation skills (leading meetings, reviews, retrospectives).
• Strong customer orientation, anticipating/acting.
• Active listening to ensure feedback drives initiatives and identifies improvements.
• Ability to learn quickly, pick up tools/systems/processes rapidly.
• Critical thinking, assimilating/implementing new information strategically.
• BS/BA degree in computer science, engineering, or related discipline preferred.
• Travel up to 50%.

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