Who you are

• 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
• Experience in implementing ServiceNow products in hospitality, retail, manufacturing or telecommunications is a plus
• Minimum of 6 years of high-tech/SaaS industry experience
• 4+ years in customer engagement roles
• Demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll-out and beyond
• Strong cross-functional, Project Management experience including planning, scheduling, monitoring and stakeholder reporting
• 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)
• 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 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 25%

What the job involves

• The Senior Engagement Manager oversees the on time, on budget delivery of the defined solution scope to meet the customer's desired results
• This requires the EM to complete the project following ServiceNow's leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain team member support for the project, including risk and issue mitigation
• The EM is also responsible for assembling and leading the ServiceNow resources on the project making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures
• Lead the delivery team throughout the engagement, often in collaboration with a services partner
• Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials
• Work with the Sales Account Team, partner, and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered
• Understand the goals and align the deliverables accordingly
• Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement, including long-term customer success
• Be the single contact to encourage collaboration and customer agreement on proposed solutions
• Mentor Customer Outcomes or Partner team members to achieve the engagement's deliverables and promote the customer's desired results
• Lead the delivery team throughout large complex engagements, often in collaboration with a services partner
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time