ServiceNow
Chicago, IL

Senior Customer Engagement Manager at ServiceNow (West Suburbs, IL)

| West Suburbs
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ServiceNow, The Enterprise IT Cloud Company, is the industry-leading cloud platform provider for building enterprise applications. We are redefining markets and changing the perception of enterprise software. Our cloud platform allows enterprise IT to bring together business strategy, application design and operations in a powerfully simple solution. 

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet, we're looking for professionals who aren't content with the status quo—people who are more interested in how things could become. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in to stand out. 

ServiceNow is currently seeking a Customer Engagement Manager to lead the successful delivery of ServiceNow's solutions and services in a client consulting environment. The Customer Engagement Manager will be a technically savy project manager with a proven track record of leading deployments of Enterprise Software Solutions in a client environment. 

Responsibilities 

The Senior Customer Engagement Manager is primarily responsible for managing the successful deployment of ServiceNow solutions to a customer, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction.

  • Owns Professional Services delivery to a customer
  • Understands the customer business including the business issues and problems being resolved by the Professional Services engagement
  • Single point of contact for a customer for ServiceNow engagement and provides a conduit to other ServiceNow teams as required
  • Project team leading leveraging a proven understanding of project management methodologies and principles.
  • Uses consultative skills and understanding of technology to explain how ServiceNow addresses requirements and objectives
    • Deliver Pre-Sales presentations around the ServiceNow Global Service Delivery Framework.
    • Plan and deliver project kick-off meetings.
    • Facilitate requirement analysis workshops to translate business requirements to tangible configuration in ServiceNow (Stories)
    • Scrum Master for Sprint cycle during deployment
    • Hold regular project review calls / meetings with customers
    • Project status reporting for stakeholders
  • Identify up sell opportunities and engage Sales & Pre-Sales teams
  • Validation and tracking of value delivered by ServiceNow solution
  • Responsible for customer satisfaction throughout the engagement cycle

EXPERIENCE REQUIRED

  • Proven project leadership experience with enterprise software implementations 
  • Very strong communication skills with the ability to set appropriate expectations with the customer
  • Comfortable leading workshops to the hierarchy of a Fortune 100 companies.
  • Experience managing projects deploying Web Technologies (XML, HTML, JavaScript, Web Services, etc.) or software development
  • Global roll out experience, working with teams in multiple countries
  • Program definition and management. Managing multiple projects and initiatives in very large customer accounts
  • Project Management certification in PMI or similar
  • Agile Scrum experience and Scrum Master certification desirable
  • Building Cross-functional teams to work in major accounts
  • Previous Business Analyst experience desirable
  • Technical or Architecture background required
  • ITIL V2 or V3 Foundations Certification preferred 

WORKING FOR SERVICENOW: 

We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.

 

ServiceNow is an Equal Employment 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, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.

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Where we are

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!
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What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Happy Hours
Every Thursday!
Parking
Professional Development Benefits
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.

Juan

Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.

Mica

Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.

Christian

Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.

Melanie

Senior Manager, Global Sales Development

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