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Principal Engagement Manager - HealthCare and LifeSciences (HCLS) Industry - job 1 of 3

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

As a 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.

What you get to do in this role:

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
Mentor Customer Outcomes or Partner team members to achieve the engagement's deliverables and promote the customer's desired results.
Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.

Qualifications

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
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
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
BS/BA degree in computer science, engineering or related discipline preferred
Travel up to 50%

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you 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 [email protected] for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

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Average salary estimate

$140000 / YEARLY (est.)

min

max

$120000K

$160000K

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What You Should Know About Principal Engagement Manager - HealthCare and LifeSciences (HCLS) Industry, ServiceNow

As a Principal Engagement Manager in the HealthCare and LifeSciences (HCLS) Industry at ServiceNow, you'll be at the heart of creating impactful experiences for our clients. Your role centers around managing key initiatives that drive innovation and deliver significant value. With over 12 years in the high-tech or SaaS world, including eight years focused on Customer Engagement roles, you’ll lead cross-functional teams and work closely with senior-level executives. Your expertise in AI integration will be crucial in streamlining processes and enhancing decision-making. You’ll kick off and oversee various projects, providing regular updates to both customers and internal stakeholders, ensuring everyone is on the same page. You'll get to mentor team members, helping everyone achieve the desired results while navigating the complexities of project management. Expect to present strategic insights and propose solutions to any gaps you encounter, all while maintaining a clear focus on the customer experience. You'll need a strong handle on metrics and a knack for persuasive communication to showcase the value proposition effectively. This isn't just about projects; it's about building lasting partnerships and advocating for our clients' needs, preparing you for influential leadership within one of the most admired companies in the industry. If you thrive in a dynamic environment and are passionate about leveraging technology to innovate in healthcare and life sciences, we’d love to hear from you. Join us in making the future better together.

Frequently Asked Questions (FAQs) for Principal Engagement Manager - HealthCare and LifeSciences (HCLS) Industry Role at ServiceNow

What are the main responsibilities of a Principal Engagement Manager at ServiceNow?

At ServiceNow, the Principal Engagement Manager in the HealthCare and LifeSciences (HCLS) Industry is responsible for managing key initiatives and projects that significantly enhance customer value. This role includes overseeing cross-functional teams, providing regular updates to stakeholders, and mentoring team members to achieve engagement deliverables. You'll also evaluate project performance, advocate for customer needs, and ensure successful outcomes by navigating complex environments.