Principal Engagement Manager

Principal Engagement Manager

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.

What you get to do in this role :

As a Principal 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.

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.

To be successful in this role you have :

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 10 years of high-tech / SaaS industry experience.

6+ 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).

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.

Travel up to 25% FD21

For positions in this location, we offer a base pay of $146,400 - $256,200, plus equity (when applicable), variable / incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.