[Hiring] Engagement Manager @ServiceNow

Role Description

The Engagement Manager is critical in ensuring the successful execution of ServiceNow/Pyramid Analytics 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:

• Transition from Sales, implementation and project management.
• Focus on initial onboarding and enablement, with involvement in additional project phases as necessary.

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 in scoping activities.
• Evaluate each project opportunity regarding 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 services 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 customer through decision-making and best practices regarding the ServiceNow platform with emphasis on analytics.
• Develop an adoption plan with customer to ensure success on the ServiceNow platform, especially analytics.
• Educate clients and create specialized documentation detailing the scope and any customizations.
• Introduce customer to ServiceNow Community and ServiceNow University as appropriate.
• Cultivate strong working relationships with customers and partners.

Qualifications

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

Requirements

• This position may require travel but it is anticipated that most customer facing work will be performed remotely.
• Tertiary education in business or technology.
• Experience selling or working in analytics or business intelligence environments.
• Leadership of analytic projects.

Benefits

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