Professional Services Engagement Manager

ServiceNow • Atlanta, GA

3d

About The Position

What you get to do in this role: The ServiceNow data catalog team is seeking an experienced Professional Services Engagement Manager (EM) to join us as we provide world class implementation and ongoing services support to our customers. As a member of the data catalog team, you will collaborate directly with our clients to execute onboarding projects and other defined scopes of work using our established project delivery methodology. We seek a driven team member who is passionate about helping clients identify and implement the use cases that will have the greatest positive impact on their business. As a member of the ServiceNow data catalog team, you will:

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Hold an associate’s degree in a technical field or possess relevant work experience.
• Demonstrate 8+ years of customer-facing engagement management experience in professional services or software implementation.
• Ability to adapt templated project plans to suit unique customer engagements and evolving needs.
• Prioritize multiple projects across various customers while consistently meeting deadlines.
• Exhibit high emotional intelligence for effective collaboration with diverse customers and teams.
• Communicate effectively with strong written, verbal, presentation, and visual skills.
• Show curiosity, willingness to learn, and a proactive approach.

Nice To Haves

• Proficiency in Project Management software (PSA and/or PPM systems).
• Pursuing a recognized Project Management certification (e.g., CAPM, PMP, PRINCE2, Agile).
• Proficiency with industry standard computer hardware and software packages as daily work platforms.
• Familiarity with data governance and data catalogs, including how they are leveraged for managing and securing enterprise data solutions at scale.

Responsibilities

• Lead customer onboarding by managing projects in collaboration with customers and internal partners, defining project goals, documenting detailed scopes, and customizing plans to ensure successful customer engagement (typically 12-18 weeks).
• Schedule and facilitate customer meetings, providing clear agendas and meeting notes.
• Prepare and present project status reports to align with customer project stakeholders, addressing progress, risks, issues, and achievements.
• Identify, document, and escalate project risks internally to ensure customer satisfaction and project success.
• Collaborate closely with cross-functional teams to ensure excellence in customer experience, smooth transitions between lifecycle stages, and long-term customer success.
• Travel occasionally within the US, up to 25%, as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees