Full-Time Senior Engagement Manager

What you get to do in this role: As a Customer Engagement Manager, you will be responsible for managing key internal and external initiatives with the aim of adding significant value to the customers as well as helping the broader organization innovate. Deliverables will include the implementation of new projects, as well as managing and navigating the customers’ during these projects.

Manage cross-functional projects and teams, senior-level business executives and customers to provide a unique customer experience during the projects.

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

Manage each phase of the project and be able to navigate the cross-functional team, both internal and external.

Initiate and/or participate in strategic initiatives that impact the tactical approach to the effort as well as influencing the direction of the project.

Develop and present the value proposition to the customer as part of the initiative and on-going collaboration.

Mentor Customer Outcomes or Partner team members to achieve the engagement’s deliverables and promote the customer’s desired results.

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

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.

Minimum of 8 years of high-tech/SaaS industry experience

5+ years in Customer Engagement roles

Prior experience with implementing or supporting ServiceNow products in an Enterprise

Strong cross-functional, technical Project Management experience including planning, scheduling, monitoring and stakeholder reporting

Demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll-out 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 (as defined)

Thought leadership and strategic thinking

Ability to gather and analyze data to understand the pros and cons of different decisions and options

Ability to 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 an innate 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 in a short amount of time

Critical thinking skills, and ability to assimilate and implement new information rapidly and think strategically

BS/BA degree in computer science, engineering or related discipline preferred

Travel up to 50%

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