Full-Time Principal Engagement Manager, Federal

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 organization innovate.

Deliverables: Implementation of new projects and managing customer interactions during projects.

Responsibilities:

• Manage cross-functional projects, senior-level executives, and customers for a unique customer experience.
• Provide weekly/monthly/quarterly updates to customers and internal teams.
• Manage each project phase and navigate cross-functional teams (internal and external).
• Initiate or participate in strategic initiatives impacting tactical efforts and project direction.
• Develop and present the value proposition to the customer.
• Mentor Customer Outcomes/Partner team members to achieve deliverables and promote customer results.
• Identify gaps between actuals and plans, propose solutions, and drive resolutions.

Qualifications:

• Active Security Clearance
• 12+ years high-tech/SaaS experience
• 8+ years Customer Engagement experience
• ServiceNow implementation/support experience (Enterprise)
• Strong cross-functional, technical Project Management experience (planning, scheduling, monitoring, stakeholder reporting)
• Experience leading strategic customer programs from inception to successful rollout
• Strong documentation & presentation skills, creative thinking, hands-on delivery
• Analytics experience and understanding of metrics/KPIs
• Thought leadership and strategic thinking
• Data analysis to understand decisions/options
• Clear communication of abstract ideas
• Complex project objective management
• Excellent negotiation & persuasion skills
• Meeting/review/retrospective facilitation
• Strong customer orientation and proactive approach
• Active listening for feedback and improvement
• Rapid learning of tools, systems, and processes
• Critical thinking and strategic implementation of information
• BS/BA in Computer Science, Engineering, or related field (preferred)
• Up to 50% travel
• ServiceNow CSA certification or willingness to obtain within 90 days

Compensation: $162,600 - $254,400 base + equity (when applicable) + variable/incentive compensation + benefits.

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