Full-Time Principal Engagement Manager HCLS

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 customers during these projects.

Manage cross-functional projects and teams, senior-level business executives and customers for a unique customer experience.

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

Manage each phase of the project, navigating internal and external cross-functional teams.

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 engagement deliverables and promote desired customer results.

Identify gaps between actuals and planned outcomes, proposing solutions and driving resolutions.

To be successful, you have:

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving.
• Minimum 12 years high-tech/SaaS industry experience
• 8+ years in Customer Engagement roles
• Prior experience with implementing or supporting ServiceNow products
• Strong cross-functional, technical Project Management experience (planning, scheduling, monitoring, stakeholder reporting)
• Leading key projects, including strategic customer programs from inception to roll-out and beyond
• Strong documentation and presentation skills including creative thinking and hands-on approach
• Experience with analytics, metrics and KPIs
• Thought leadership and strategic thinking
• Gathering and analyzing data to understand pros/cons of different decisions
• Communicating abstract ideas clearly and managing complex project objectives
• Excellent negotiation and persuasion skills
• Facilitation skills leading and planning meetings, reviews, retrospectives
• Strong customer orientation anticipating and acting
• Active listening ensuring feedback drives new initiatives and improvement areas
• Ability to learn quickly and use tools, systems, and processes
• Critical thinking, assimilating and implementing new information rapidly
• BS/BA degree in computer science, engineering or related discipline (preferred)
• Travel up to 50%

What is the last date for applying to the job?

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