Senior Engagement Manager- Public Sector

Senior Engagement Manager- Public Sector

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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 new projects, as well as managing and navigating the customers' during these projects.

Manage cross-functional projects and teams, senior-level business executives and customers to provide a unique customer experience during the projects.

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

Initiate and / or participate in strategic initiatives that impact the tactical approach to the effort as well as influencing the direction of the project.

Develop and present the value proposition to the customer as part of the initiative and on-going collaboration.

To be successful in this role you have :

Minimum of 8 years of high-tech / SaaS industry experience

7+ 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 implementing Public Sectors - State and Local Governments and High Education projects

Demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll-out and beyond

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

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.

Facilitation skills in leading and planning meetings, reviews, and retrospectives.

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 40%