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: Implementing new projects, managing and navigating customers during projects.

Responsibilities:

• Manage cross-functional projects and teams, senior-level business executives, and customers for a unique customer experience.
• Provide weekly/monthly, quarterly updates to customers and internal executive teams.
• Manage each project phase and navigate cross-functional teams (internal and external).
• Initiate and/or participate in strategic initiatives impacting tactical approach and project direction.
• Develop and present value propositions to customers as part of ongoing collaboration.
• Mentor Customer Outcomes or Partner team members to achieve engagement deliverables and promote customer desired results.
• Identify gaps between actuals and planned results, proposing solutions and driving resolutions.

Requirements:

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving (using AI tools, automating workflows, analyzing AI insights, exploring AI impact).
• Minimum 12 years of high-tech/SaaS industry experience.
• 8+ years in Customer Engagement roles.
• Experience implementing or 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 roll-out and beyond.
• Strong documentation and presentation skills (creative thinking, hands-on delivery).
• Experience with analytics, metrics, and KPIs.
• Thought leadership and strategic thinking.
• Gathering and analyzing data to understand pros and cons of decisions.
• Communicating abstract ideas clearly, managing complex project objectives.
• Excellent negotiation and persuasion skills.
• Facilitation skills (leading and planning meetings, reviews, retrospectives).
• Strong customer orientation, anticipating and acting proactively.
• Active listening skills for feedback and improvement.
• Quick learning of tools, systems, and processes.
• Critical thinking and strategic thinking.
• BS/BA degree in computer science, engineering, or related discipline preferred.
• Travel up to 50%.

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