Senior Engagement Manager

ServiceNowMontreal, Quebec, Canada

30+ days ago

Job type

Remote

Job description

Job Description

As a Senior 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.

Responsibilities :

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.

Qualifications

In order to be successful in this role, we need someone who has :

Minimum of 10 years of high-tech / SaaS industry experience

5+ 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

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.

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

BS / BA degree in computer science, engineering or related discipline preferred

Travel up to 50%

Fluent in French and English Preferred

Canadian Citizenship Required

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

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If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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