It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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 a 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 360 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:

• Oversee a portfolio of 10 Gen AI implementation adoption programs across 360+ customers, establish a centralized customer adoption lifecycle, onboarding process, documentation, and artifacts for internal cross-functional teams.

• Manage overarching Gen AI implementation scaling process integrated into customer outcomes, partner ecosystem, customer success, product success, GTM, and other internal cross-functional teams.

• Manage the Customer Adoption Review Council process to centralize customer outreach and evaluate all licensed Gen AI accounts for proper program allocation.

• Create and manage legal process for third-party implementer onboarding and customer onboarding.

• Customer readiness status tracking and defining lifecycle stages of customer program adoption.

• Establish customer product adoption definitions and metrics across multiple BUs.

• Build reusable customer communication templates and artifacts.

• Build processes, templates, training artifacts, internal KBs, and SOPs for program execution, tooling, and reporting for internal operational stakeholders.

• 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.

• 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.

• 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 and process collaborating between product, engineering, internal implementations, and customer insights.

• Expand the capabilities of the PM customer engagement tool to meet the evolving requirements of internal implementation teams to track customer engagements and Gen AI implementation dates / status.

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.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We lead with flexibility and trust in our distributed world of work. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) .

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 talent.acquisition@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.