Full-Time Principal Engagement Manager

As a Customer Engagement Manager, you will manage key internal and external initiatives to add significant value to customers and help the broader organization innovate. Deliverables include implementing new projects and managing customer relationships during these projects.

Responsibilities:

• Manage cross-functional projects and teams, senior-level executives, and customers for a unique customer experience.
• Provide weekly/monthly, quarterly updates to customers and internal executive teams.
• Manage all project phases and navigate cross-functional teams (internal and external).
• Initiate or participate in strategic initiatives to impact the project's tactical approach and influence direction.
• Develop and present value propositions to customers as part of the initiative and ongoing collaboration.
• Mentor Customer Outcomes or Partner team members to achieve engagement deliverables and promote customer results.
• Identify gaps between actuals and plans, propose solutions, and drive resolutions.

Qualifications:

• Experience with AI integration: Leveraging or critically thinking about AI in work processes, decision-making, or problem-solving (using AI tools, automating workflows, analyzing insights, or exploring AI's impact).
• Minimum 12+ years high-tech/SaaS industry experience.
• 8+ years in Customer Engagement roles.
• Experience with ServiceNow products in an Enterprise environment.
• Strong cross-functional, technical Project Management experience (planning, scheduling, monitoring, stakeholder reporting).
• Leading key projects, strategic customer programs from inception to successful rollout and beyond.
• Strong documentation and presentation skills, creative thinking, hands-on approach.
• Experience with analytics, metrics, and KPIs.
• Thought leadership and strategic thinking.
• Data analysis, understanding pros/cons of different decisions/options.
• Clear communication of abstract ideas and independent management of complex project objectives.
• Excellent negotiation and persuasion skills.
• Facilitation skills (leading meetings, reviews, retrospectives).
• Strong customer orientation and anticipation/action.
• Active listening for feedback and improvement.
• Ability to quickly learn new 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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