Customer Engagement Manager- ServiceNow

We are seeking a Customer Engagement Manager with hands-on experience in ServiceNow and a CSA certification to join our dynamic team. This role is ideal for a proactive, client-focused individual who thrives in a fast-paced environment and has a strong understanding of ServiceNow capabilities across various modules. As the primary liaison between clients, delivery teams, and sales, you will ensure exceptional customer success, drive engagement, and foster long-term relationships.

Key Responsibilities:

• Serve as the primary point of contact for clients, ensuring a high level of satisfaction and engagement throughout their ServiceNow journey.
• Lead client onboarding and adoption processes, guiding clients through their ServiceNow implementation and ensuring smooth transitions.
• Utilize ServiceNow expertise (CSA knowledge) to troubleshoot and address platform-related issues, ensuring timely resolution.
• Monitor client satisfaction, track usage trends, and proactively address concerns to enhance customer success.
• Collaborate with internal teams (Sales, Service Delivery, PMO) to deliver seamless client experiences and meet engagement goals.
• Conduct regular check-ins, business reviews, and strategic roadmap sessions with clients to align on goals and outcomes.
• Participate in quarterly business reviews (QBRs) and project health checks to monitor project performance and escalate risks early.
• Leverage AI tools (e.g., predictive analytics, virtual agent, sentiment analysis) to identify customer trends, enhance engagement, and improve service delivery.
• Stay current on ServiceNow features and industry trends to maintain expertise and support informed client conversations.

Required Qualifications:

• 5+ years of experience in a professional services organization with consulting experience.
• Proven experience in a Customer Engagement Manager, Customer Success Manager, or similar client-facing role.
• Strong working knowledge of ServiceNow with CSA certification.
• Familiarity with ITSM processes and enterprise service management.
• Excellent communication, relationship-building, and problem-solving skills.
• Ability to manage multiple clients and priorities effectively.
• Bachelor's degree in Business, Information Technology, or a related field.

Preferred Qualifications:

• Additional ServiceNow certifications (e.g., ITSM, CSM, SPM).
• PMP or ITIL Foundations certification.
• Experience with PMO processes and governance models.
• Background in enterprise SaaS, IT service delivery, or customer success frameworks.
• Familiarity with ServiceNow AI features or other AI tools like Generative AI.

What Success Looks Like:

• High client satisfaction and retention rates.
• Clear coordination between client stakeholders, delivery teams, and leadership.
• Proactive identification and escalation of risks or scope issues.
• Timely and effective communication of progress and outcomes to internal and external stakeholders.

What We Offer:

• Competitive salary and performance-based incentives.
• Comprehensive benefits package.
• Opportunities for professional development and certification.
• A collaborative, innovative, and inclusive work environment.

Why CRI? At CRI, we believe that you matter, our clients matter, and communication is key. You'll join a fast-paced, growth-oriented team where your expertise, initiative, and client-first mindset will make a lasting impact on both customer success and CRI's strategic direction.