Engagement Manager

ServiceNow•Vienna, VA

14h

About The Position

The Engagement Manager ensures successful execution of ServiceNow/Pyramid Analytics implementation projects, including customer onboarding and initial enablement. The role oversees initial deployment, onboarding, enablement, and, when applicable, the first-value project. It combines technical expertise, project management, communication, and relationship-building while working with stakeholders, colleagues, customers, and partners. The position focuses on transitioning engagements from Sales into implementation and project management. Work is primarily centered on initial onboarding and enablement, with additional project phases as appropriate. The role may require travel, although most customer-facing work is expected to be performed remotely.

Requirements

Demonstrated ability to build effective relationships with clients and colleagues.
Strong people management skills.
Strong interpersonal and customer relations skills.
Good technical, organizational, project management, and implementation skills.
Technical acumen in business intelligence and analytics.
Excellent problem-solving skills.

Nice To Haves

Tertiary education in business or technology.
Experience selling or working in analytics or business intelligence environments.
Experience leading analytics projects.

Responsibilities

Collaborate with Sales Account Executives and pre-sales SEs to understand client needs related to ServiceNow/Pyramid Analytics.
Explain the ServiceNow onboarding implementation methodology to customers.
Oversee and participate in project scoping activities as needed.
Evaluate project opportunities for approach, risks, constraints, and critical success factors.
Work with Customer Success, Expert Services, and the broader ServiceNow ecosystem to optimize engagements and reduce deployment risks.
Collaborate with stakeholders, colleagues, and partners to define project objectives, timelines, and implementation plans.
Develop services proposals and statements of work for onboarding and other services engagements as required.
Establish success metrics and key milestones aligned with client goals.
Lead the end-to-end onboarding process and transition from sales to implementation.
Lead resolution of customer issues, blockers, and other concerns.
Guide customers in decision-making and best practices for the ServiceNow platform, especially analytics.
Develop an adoption plan with customers to support their success on the ServiceNow platform, especially analytics.
Educate clients and create specialized documentation detailing scope and customizations.
Introduce customers to ServiceNow Community and ServiceNow University as appropriate.
Build strong working relationships with customers and partners.