Engagement Manager

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

The Engagement Manager is critical in ensuring the successful execution of Service Now/Pyramid Analytics implementation projects including onboarding and initial enablement for Service Now customers. The Engagenent 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.

The Engagement Manager’s primary areas of responsibility involve transition from Sales, implementation and project management. Focus is primarily on initial onboarding and enablement but will often involved additional project phases as necessary and appropriate.

• Collaborate with Sales Account Executives and Pre-sales SEs to understand client needs with respect to Service Now/Pyramid Analytics.
• Articulate Service Now onboarding implementation methodology to customers.
• Oversee and participate as necessary 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 Service Now ecosystem to optimize engagements and reduce deployment risks.

• 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 Service Now platform with emphasis on analytics.
• Develop an adoption plan with customer to ensure the customer is successful on the Service Now platofm, especially analytics.
• Educate clients and create specialised documentation detailing the scope and any customisations.
• Introduce customer to Service Now Community and Service Now University as appropriate.
• Cultivate strong working relationships with customer and partners.

• 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

• 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

FD21

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