Principal Customer Engagement Manager

ServiceNow-posted 3 months ago
Senior
Orlando, FL
5,001-10,000 employees
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As a Principal 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 ServiceNow solutions, navigating through conflict, and managing the internal and external stakeholders, as well as ServiceNow and customer delivery teams.

  • Manage complex cross-functional projects and teams, senior-level business executives and customers to provide a seamless delivery and customer experience.
  • Provide and communicate status, risks, and necessary actions 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.
  • Set proper expectations and align on desired outcomes with customers and stakeholders as you initiate the project and throughout it to ensure continued alignment.
  • Minimum 12+ years progressive experience as part of a professional services organization implementing large scale projects.
  • 8+ 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.
  • Experience in the banking industry, or implementing projects supporting banking and financial sectors.
  • Demonstrated experience in leading large key projects, including strategic customer programs from inception to successful roll-out and beyond.
  • Experience with end to end project implementation at an enterprise level.
  • 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.
  • Executive presence.
  • 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.
  • Strong emotional intelligence, ability to read people and adapt to ensure the most successful communication tactics.
  • 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.
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