ServiceNow · 3 months ago
Principal Customer Engagement Manager
United States
Full-time
Remote
Lead/Staff
12+ years expServiceNow is a global market leader in innovative AI-enhanced technology, providing solutions to over 8,100 customers. As a Principal Customer Engagement Manager, you will manage key initiatives to add significant value to customers and help the organization innovate, focusing on the implementation of ServiceNow solutions and stakeholder management.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
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
Qualification
Required
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
Travel up to 50%
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
Company data provided by crunchbase