Principal Engagement Manager

ServiceNow • Chicago, IL

103d • $146,400 - $256,200

About The Position

As a Principal 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. You will manage cross-functional projects and teams, senior-level business executives and customers to provide a unique customer experience during the projects. Additionally, you will 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. You will initiate and/or participate in strategic initiatives that impact the tactical approach to the effort as well as influencing the direction of the project. Your role will also involve developing and presenting the value proposition to the customer as part of the initiative and on-going collaboration, mentoring team members to achieve the engagement's deliverables, and identifying gaps between actuals and plan of record, proposing solutions and driving resolutions.

Requirements

• Experience in leveraging AI in work processes, decision-making, or problem-solving.
• Experience in implementing ServiceNow products in hospitality, retail, manufacturing, or telecommunications.
• Minimum of 10 years of high-tech/SaaS industry experience.
• 6+ years in customer engagement roles.
• Demonstrated experience in leading key projects from inception to successful roll-out.
• Strong cross-functional project management experience.
• Strong documentation and presentation skills.
• Experience with analytics and understanding of metrics and KPIs.
• Thought leadership and strategic thinking.
• Ability to gather and analyze data for decision-making.
• Excellent negotiation and persuasion skills.
• Facilitation skills in leading meetings and reviews.
• Strong customer orientation and ability to anticipate needs.
• Active listening skills to drive new initiatives.
• Ability to learn quickly and adapt to new tools and processes.
• Critical thinking skills and ability to implement new information rapidly.

Responsibilities

• Manage key internal and external initiatives to add value to customers.
• Implement new projects and manage customer navigation during these projects.
• Manage cross-functional projects and teams, senior-level business executives, and customers.
• Provide regular updates to customers and internal executive teams.
• Manage each phase of the project and navigate cross-functional teams.
• Initiate and participate in strategic initiatives impacting project direction.
• Develop and present value propositions to customers.
• Mentor team members to achieve engagement deliverables.
• Identify gaps between actuals and plan of record, proposing solutions.

Benefits

• Health plans including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan.
• Family leave programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees