Principal Customer Engagement Manager

Job Description

As a Principal Engagement Manager you will play a critical role in managing complex customer adoption engagements to ensure the adoption of the Platform helping to rapidly establish Generative AI solutions and other Platform capabilities in our customer base.

The successful candidate is a results oriented self starter with strong program management skills technical expertise and exceptional communication abilities to ensure successful implementation and customer satisfaction.

What you get to do in this role

• Provide program management practices such as planning scheduling monitoring risk management etc to drive rigorous project execution throughout the project lifecycle
• Apply project management expertise from the Now Create implementation methodology and prescriptive guidance to promote engagement delivery to drive successful customer outcomes
• Manage cross-functional projects and teams senior-level business executives and customers to provide an exceptional customer experience
• Drive collaboration and efficient decision making between all internal and external stakeholders including partners and customers
• Provide regular weekly monthly quarterly updates to customers as well as to internal stakeholders
• Facilitate project planning meetings reviews and retrospectives
• Provide project governance to manage requirements in line with agreed to scope and business objectives
• Develop and present the project value proposition to customers as part of the initiative and ongoing collaboration
• Mentor team members to achieve the engagements deliverables and promote the customers desired results
• Identification and execution of risk assessment prevention and mitigation plans and efficient identification tracking and resolution of issues
• Identify gaps between actual and plan of record proposing solutions and driving resolutions
• Ensure complete knowledge transfer record updates and all transition activities are taking place at the end of each engagement

Qualifications

• Minimum of 12 years of high tech SaaS industry experience
• 8 years in a customer-facing role program management as part of a professional services organization or similar role
• 8 years of experience with technology products
• Certified Scrum-Master PMP/PgMP and/or ServiceNow Implementation Methodology certification or equivalent
• ITILv3 or v4 Foundation
• Strong working knowledge of OCM frameworks practitioner certification a plus
• Exceptional communication skills to include technical and business concepts
• Very strong written communication skills
• Excellent negotiation and persuasion skills
• Must enjoy working in a highly collaborative fast paced environment with a willingness to learn new things independently
• Prior experience with implementing or supporting ServiceNow products
• Strong cross functional technical Project Management experience and demonstrated experience in leading key projects including strategic customer programs from inception to successful go-live post go-live hyper care period
• Ability to think strategically learn fast and communicate with impact
• Bachelors degree or equivalent experience
• English fluent
• AI customer implementation experience preferred