Full-Time Principal Engagement Manager, Federal

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 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.

Provide weekly/monthly, quarterly updates to the customer and internal executive teams.

Manage each phase of the project and navigate the cross-functional team (internal & external).

Initiate or participate in strategic initiatives impacting the tactical approach and influencing 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 deliverables and promote customer desired results.

Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.

To be successful in this role, you have:

• Active Security Clearance preferred
• Minimum of 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)
• Demonstrated experience leading key projects, including strategic customer programs from inception to successful rollout and beyond
• Strong documentation and presentation skills (creative thinking, hands-on delivery)
• Experience with analytics and understanding of metrics and KPIs (as defined)
• Thought leadership and strategic thinking
• Ability to gather and analyze data to understand pros/cons of decisions
• Ability to communicate abstract ideas clearly and independently manage complex project objectives
• Excellent negotiation and persuasion skills
• Facilitation skills (leading meetings, reviews, retrospectives)
• Strong customer orientation and ability to anticipate/act
• Active listening skills to ensure feedback drives initiatives and improvements
• Ability to learn quickly and pick up tools, systems, and processes
• Critical thinking skills to assimilate/implement new information
• BS/BA degree in computer science, engineering, or related discipline preferred
• Travel up to 50%
• ServiceNow CSA certification or willingness to obtain within 90 days

What is the last date for applying to the job?

Which countries are accepted for this remote job?