Principal Engagement Manager- Public Sector at ServiceNow

Orlando, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

0.0

Posted On

26 Sep, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Engagement, Project Management, Technical Skills, Documentation, Presentation Skills, Analytics, Strategic Thinking, Negotiation, Facilitation, Critical Thinking, Active Listening, Data Analysis, Creative Thinking, Stakeholder Reporting, Public Sector Experience, ServiceNow Products

Industry

Software Development

Description

Company Description 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. Job Description What you get to do in this role: As a Principal Customer Engagement Manager, you will be responsible for managing key internal and external initiatives with the aim of adding significant value to the customers as well as helping the broader organization innovate. Deliverables will include the implementation of new projects, as well as managing and navigating the customers’ during these projects. Manage cross-functional projects and teams, senior-level business executives and customers to provide a unique customer experience during the projects. Provide weekly/monthly, quarterly updates to the customer as well as to internal executive teams Manage each phase of the project and be able to navigate the cross-functional team, both internal and external Initiate and/or participate in strategic initiatives that impact the tactical approach to the effort as well as influencing the direction of the project. Develop and present the value proposition to the customer as part of the initiative and on-going collaboration. Qualifications To be successful in this role you have: Minimum of 12 years of high-tech/SaaS industry experience 8+ years in Customer Engagement roles Prior experience with implementing or supporting ServiceNow products in an Enterprise Strong cross-functional, technical Project Management experience including planning, scheduling, monitoring and stakeholder reporting Experience implementing projects supporting public sectors such as higher education, state and local governments. Demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll-out and beyond Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes Experience with analytics and understanding of metrics and KPIs (as defined) Thought leadership and strategic thinking Ability to gather and analyze data to understand the pros and cons of different decisions and options Ability to communicate abstract ideas clearly and independently manage complex project objectives Excellent negotiation and persuasion skills. Facilitation skills in leading and planning meetings, reviews, and retrospectives. Strong customer orientation and an innate ability to anticipate and act Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement Ability to learn quickly and pick up tools, systems, and processes in a short amount of time Critical thinking skills, and ability to assimilate and implement new information rapidly and think strategically Travel up to 50% FD21 Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. 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 [email protected] 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. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Responsibilities

As a Principal Customer Engagement Manager, you will manage key internal and external initiatives to add significant value to customers and help the organization innovate. You will oversee cross-functional projects, provide updates to customers and internal teams, and develop value propositions for ongoing collaboration.