Job Description

What you get to do in this role: 

ServiceNow’s Success, Technology, Experience, and Platform (STEP) org is the largest organization in the company, comprised of all Products and Platform teams, along with our world-class Customer Success and Experience teams.  We are leveraging the unlimited potential of our platform across every industry, geography, solution, and persona to consistently deliver product and platform experiences our customers love.  We are seeking a highly organized and proactive Customer Engagement Technical Implementations Program Manager to join our team. The ideal candidate will be responsible for overseeing the program and operations of high-impact programs for 10+ Early Adopter Validations and pre-sales Lighthouse activities. This is an opportunity to optimize processes for feedback, learnings, and enhancement identified during customer engagements and work to expand our customer engagement tool. The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction. You will work in a dynamic environment to bring your programs to life and see them through to successful completion while cultivating collaboration and driving business outcomes. You will think strategically, while driving the tactical execution of large cross-organizational programs, from initial conception, through program development, delivery, and transition to operations. 

Overview: 

We are seeking a highly organized and proactive Customer Engagement Technical Implementation Program Manager to join our team. The ideal candidate will be responsible for overseeing the status and operations of 40+ customer adoption engagements and establishing a centralized process for cross-functional teams. This role requires strong project management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction. 

Responsibilities: 

• Establish a centralized customer adoption lifecycle, onboarding process, documentation, and artifacts for internal cross-functional teams. 
• Manage legal process for implementation partner onboarding and customer onboarding
• Customer readiness status tracking and defining lifecycle stages of customer program adoption 
• Build reusable customer communication templates and artifacts 
• Build process, template, and training artifacts for AE, SC, and Sales Ops enablement 
• Creation of AE/SC boilerplate intros, interest emails, Sales Ops SOPs, and 101 Boilerplate (internal) 
• Internal KBs on program overview, SOP for engagement manager/AEs/Sales Ops/Legal/etc. 
•  Outline program requirements including legal templates, tooling, procedures, and roles. 
• Manage centralized tooling requirements, dashboards, training, and enablement. 
• Work directly with the engagement manager to status customer adoption progress, outline risks, and alleviate/escalate barriers.  
• Work with internal stakeholders including AEs, SCs, Legal, Product, and ACE to establish project plans, deliverables, and success criteria for complex customer adoption programs. 
• Identify, assess, prioritize, and mitigate risks to meet program objectives. 
• Host executive-level meetings and large cross-functional events 
• Execute change management initiatives to ensure successful cross-organizational adoption of new processes. 
• Lead and coordinate early adopter validations and pre-sales Lighthouse activities to showcase our products/services to potential clients. 
• Manage the program and operations of high-impact programs for 40+ customer engagements and pre-sales Lighthouse activities. 
• Track and allocate resources effectively to ensure smooth program execution. 
• Implement a single-view engagement tracking system to monitor progress and identify areas for improvement. 
• Provide fortnightly reports to the Platform Product teams and participate in the Product Feedback Forum. 
• Deliver monthly reports to Business Units to keep stakeholders informed about program developments. 
• Develop and implement processes for capturing feedback, learnings, and enhancements identified during customer engagements. 
• Integrate feedback and enhancement processes into a centralized PM customer engagement tool.
• Expand the capabilities of the PM customer engagement tool.

Qualifications

Preferred Qualifications: 

• Experience working with Gen AI 
• Experience working in a customer-facing role or management consulting preferably in a technical capacity. 
• Proven experience in program management, preferably in technical implementations or customer engagement roles. 
• Strong understanding of technical concepts and the ability to communicate effectively with technical and non-technical stakeholders. 
• Excellent organizational skills with the ability to manage multiple priorities and deadlines. 
• Exceptional communication skills, both written and verbal, with the ability to present complex information clearly and concisely. 
• Familiarity with CRM systems and customer engagement tools. 
• Project Management Professional (PMP) certification or equivalent. 

Basic Qualifications: 

• 12-15+ years of work experience in Program Management   
• Education: Bachelor’s Degree or equivalent required; MBA or other Graduate degree preferred 

JV20

For positions in California (outside of the Bay Area), we offer a base pay of $186,600 - $326,400, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

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