Full-Time Principal Engagement Manager - Central Region

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.
• Managing and navigating customers during projects.

Responsibilities:

• 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 and navigate cross-functional teams (internal and external).
• Initiate and/or participate in strategic initiatives impacting tactical approach and 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.

Requirements:

• Minimum 12 years of high-tech/SaaS industry experience.
• 8+ years in Customer Engagement roles.
• Prior experience with 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 rollout and beyond.
• Strong documentation and presentation skills, including creative thinking and willingness to work hands-on to deliver impactful outcomes.
• Experience with analytics and understanding of metrics and KPIs.
• Thought leadership and strategic thinking.
• Gather and analyze data to understand pros/cons of decisions and options.
• Communicate abstract ideas clearly and independently manage complex project objectives.
• Excellent negotiation and persuasion skills.
• Facilitation skills in leading and planning meetings, reviews, and retrospectives.
• Strong customer orientation and ability to anticipate and act.
• Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement.
• Ability to learn quickly and pick up tools, systems, and processes.
• Critical thinking skills and ability to assimilate, implement, and think strategically about new information.
• BS/BA degree in computer science, engineering or related discipline (preferred).
• Travel up to 50%.

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