Principal Engagement Manager - West Region
Principal Engagement Manager - West Region
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1 Vacancy
Job Description
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.
What you get to do in this role:
- Manage crossfunctional projects and teams seniorlevel 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 crossfunctional 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 ongoing collaboration
- Mentor Customer Outcomes or Partner team members to achieve the engagements deliverables and promote the customers desired results.
- Identify gaps between actuals and plan of record proposing solutions and driving resolutions.
Qualifications :
To be successful in this role you have:
- Minimum of 12 years of hightech/SaaS industry experience
- 8 years in Customer Engagement roles
- Prior experience with implementing or supporting ServiceNow products in an Enterprise
- Strong crossfunctional 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 rollout and beyond
- Strong documentation and presentation skills including creative thinking and willingness to work handson 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%
Additional Information :
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law.
At ServiceNow we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible remote and requiredinoffice.
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact us at for assistance.
For positions requiring access to technical data subject to export control regulations including Export Administration Regulations (EAR) ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
