Engagement Manager

About the Position

We are seeking an Engagement Manager to lead ServiceNow/Pyramid Analytics implementation projects, ensuring successful onboarding and enablement for customers. This role is critical in ensuring the successful execution of implementation projects, including onboarding and initial enablement for ServiceNow customers. The Engagement Manager oversees the initial deployment, onboarding, enablement, and first value project if applicable. Key to this role is the ability to balance technical expertise, project management, and effective communication and relationship building by collaborating with stakeholders, colleagues, and customers.

Responsibilities

• Assessments

  • Collaborate with Sales Account Executives and Pre-sales SEs to understand client needs with respect to ServiceNow/Pyramid Analytics.
  • Articulate ServiceNow onboarding implementation methodology to customers.
  • Oversee and participate as necessary in scoping activities.
  • Evaluate each project opportunity with respect to approach, risk, constraints, and critical success factors.
  • Work closely with Customer Success and Expert services and the broader ServiceNow ecosystem to optimize engagements and reduce deployment risks.

• Onboarding / Implementation

  • Collaborate with stakeholders, colleagues, and partners to define project objectives, establish timelines, and create implementation plans.
  • Develop service proposals and statements of work for onboarding and other services engagements as required.
  • Establish success metrics and key milestones to ensure alignment with client goals.
  • Lead the end-to-end onboarding process, ensuring a smooth transition from sales to implementation.
  • Lead the resolution of customer issues, blockers, and other concerns.
  • Guide customers through decision-making and best practices regarding the ServiceNow platform with emphasis on analytics.
  • Develop an adoption plan with customers to ensure their success on the ServiceNow platform, especially analytics.
  • Educate clients and create specialized documentation detailing the scope and any customizations.
  • Introduce customers to ServiceNow Community and ServiceNow University as appropriate.
  • Cultivate strong working relationships with customers and partners.

Requirements

• Demonstrated ability to build effective relationships with clients and colleagues
• Strong people management skills
• Strong interpersonal / customer relations skills
• Demonstrate good technical, organizational, project management, and implementation skills
• Technical acumen in business intelligence and analytics
• Excellent problem-solving skills

We Offer

• Base pay of $104,700 - $172,800, plus equity (when applicable), variable/incentive compensation, and benefits.
• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP, matching donations
• Flexible time away plan and family leave programs
• Competitive On Target Earnings (OTE) incentive compensation structure for sales positions

About the Company

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow-helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [email protected] for assistance.