Principal Engagement Manager, Federal

About the position

The Principal Engagement Manager at ServiceNow is responsible for managing key internal and external initiatives aimed at delivering significant value to customers and fostering innovation within the organization. This role involves overseeing cross-functional projects, providing updates to stakeholders, and mentoring team members to achieve desired outcomes.

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 navigate the cross-functional team, both internal and external. ,
• Initiate and/or participate in strategic initiatives that impact the tactical approach to the effort and influence the direction of the project. ,
• Develop and present the value proposition to the customer as part of the initiative and ongoing collaboration. ,
• Mentor Customer Outcomes or Partner team members to achieve the engagement's deliverables and promote the customer's desired results. ,
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.

Requirements

• Active Security Clearance required ,
• Minimum of 12 years of high-tech/SaaS industry experience ,
• 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 ,
• 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 ,
• 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

Nice-to-haves

• Certification: ServiceNow CSA or willingness to obtain the certification within the first 90 days of employment

Benefits