Full-Time Principal Engagement Manager

As a Customer Engagement Manager, you'll manage key internal and external initiatives to add value to customers and drive organizational innovation.

Responsibilities Include:

• Implementing new projects and managing customer interactions during projects.
• Managing cross-functional projects and teams, senior-level executives, and customers to ensure a unique customer experience.
• Providing weekly/monthly/quarterly updates to customers and internal teams.
• Navigating each project phase and cross-functional teams (internal & external).
• Initiating/participating in strategic initiatives, influencing project direction.
• Developing and presenting value propositions to customers.
• Mentoring Customer Outcomes/Partner team members to achieve engagement deliverables.
• Identifying and addressing gaps between actuals and plans.
• Leveraging AI to integrate AI into work processes, decision-making, and problem-solving using AI-powered tools, automating workflows, analyzing insights, etc.

Qualifications:

• Minimum 12 years in high-tech/SaaS industry.
• 8+ years in Customer Engagement.
• Prior ServiceNow experience (implementation/support).
• Strong cross-functional & technical Project Management skills.
• Leading key projects (strategic customer programs) from inception to roll-out.
• Strong documentation & presentation skills.
• Experience with analytics, metrics, and KPIs.
• Strong strategic thinking and thought leadership.
• Data gathering & analysis to understand decisions/options.
• Clear communication of abstract ideas.
• Excellent negotiation and persuasion.
• Facilitation skills for meetings, reviews, retrospectives.
• Strong customer orientation, proactive approach.
• Active listening skills for identifying improvements.
• Quick learning of tools, systems, and processes.
• Strong critical thinking and strategic planning.
• BS/BA in computer science, engineering, or related field preferred.
• Travel up to 50%.

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