Principal Engagement Manager - HealthCare and LifeSciences (HCLS) Industry

The Principal Engagement Manager at ServiceNow is responsible for managing key initiatives and projects within the HealthCare and LifeSciences industry. This includes overseeing cross-functional teams, providing project updates to clients and internal executives, and mentoring team members to achieve engagement deliverables. You'll also be expected to facilitate strategic discussions, integrating AI solutions into workflows, and ensuring a high-quality customer experience throughout the project lifecycle.

To be successful as a Principal Engagement Manager at ServiceNow, candidates should have at least 12 years of experience in the high-tech or SaaS industry, with a strong emphasis on customer engagement roles. A background in project management, exceptional communication and negotiation skills, and experience with AI integration are also crucial. Applicants are encouraged to have a BS/BA degree in computer science or a related field, along with substantial experience leading strategic projects from inception to completion.

ServiceNow is dedicated to creating an inclusive environment where every voice is valued. As a Principal Engagement Manager, you’ll benefit from a culture of mentorship and continuous learning, empowering you to develop your skills further. The company encourages collaboration and innovation, allowing you to contribute significantly to both individual projects and the wider organization. Regular feedback sessions and a focus on personal development ensure you have the support you need to achieve your goals.

The daily life of a Principal Engagement Manager at ServiceNow involves coordinating with various internal and external stakeholders, managing project progress, and ensuring alignment of objectives. You'll attend strategic meetings, provide updates, mentor team members, and work hands-on to resolve any project-related challenges. It’s a dynamic role where you'll utilize your analytical skills, engage with clients, and foster innovation to drive successful outcomes.

ServiceNow boasts a vibrant and inclusive culture that encourages creativity and innovation. As a Principal Engagement Manager, you'll be part of a collaborative team of change-makers who support one another in achieving both personal and professional growth. The company values diverse backgrounds and perspectives, promoting an environment where you can thrive and contribute positively to project outcomes and customer experiences.

In managing cross-functional teams, I prioritize clear communication and establishing shared goals among all team members. By facilitating open discussions and active collaboration, I ensure that everyone is on the same page regarding project objectives. Additionally, I regularly provide updates and feedback, fostering a supportive environment that leads to successful project execution.

I have significant experience in leveraging AI to enhance customer engagement processes, including automating workflows and analyzing data for actionable insights. By understanding the specific needs and challenges of our clients, I propose tailored AI-driven solutions that streamline operations and improve decision-making, ultimately driving better customer experiences.

To create a compelling value proposition, I focus on understanding the unique challenges faced by our clients and tailor my presentations to address these issues directly. I utilize data and case studies to demonstrate the potential ROI of our solutions, while also aligning our offerings with the client's strategic goals, ensuring they see the tangible benefits of engaging with ServiceNow.

When faced with project setbacks, I first assess the situation to identify the root causes. I then collaborate with relevant stakeholders to develop a revised action plan, ensuring transparency and communication throughout the process. By maintaining a positive attitude and focusing on solutions, I motivate the team to stay engaged and committed to achieving our objectives.

Customer feedback is a cornerstone of my engagement strategy. I actively solicit input from clients to gauge their satisfaction and identify areas for improvement. By analyzing feedback and sharing it with my team, we can adjust our approach to better meet customer needs, fostering stronger relationships and driving ongoing success.

I prioritize my tasks by aligning them with project milestones and client deadlines. I employ project management tools to track progress and ensure accountability while allowing for flexibility in adapting to new challenges. Effective time management and regular check-ins with team members also help maintain momentum with timely project completion.

For effective stakeholder communication, I employ a variety of techniques tailored to the audience. This includes regular updates, transparent reporting, and engaging presentations. I also promote open lines of communication through meetings and feedback sessions to ensure stakeholders feel heard and involved in the project’s progression.

In a previous role, I encountered resistance from a key stakeholder during a project. To overcome this, I facilitated a one-on-one meeting to understand their concerns better. By acknowledging their perspective and proposing collaborative solutions that aligned with mutual goals, I was able to gain their support and successfully move the project forward.

I approach mentoring team members by fostering an open and supportive environment where they feel comfortable sharing their challenges and aspirations. I provide guidance through regular check-ins, goal-setting sessions, and constructive feedback, allowing each member to build their skills and contribute effectively to our projects.

I have extensive experience using metrics and KPIs to track project progress and assess performance. By establishing clear KPIs from the onset, I can monitor key areas such as project timelines, budget adherence, and customer satisfaction, allowing for data-driven decision-making and adjustments as needed to ensure project success.