Strategic Engagement Director

1 month ago


Montreal, Quebec, Canada Servicenow Full time
Unlock Your Potential at ServiceNow

We're seeking a highly skilled Senior Customer Engagement Manager to join our team. As a key player in delivering exceptional customer experiences, you'll be responsible for managing internal and external initiatives that drive significant value for our customers and the broader organization.

This is a unique opportunity to make a lasting impact on our business while collaborating with senior-level executives, cross-functional teams, and customers. You'll play a crucial role in shaping the future of our company by implementing new projects, navigating complex project objectives, and developing innovative solutions.

About the Role:

  1. Lead cross-functional projects and teams to deliver seamless customer experiences.
  2. Provide regular updates to customers and internal executive teams, ensuring transparency and open communication.
  3. Manage each phase of the project, navigating both internal and external stakeholders.
  4. Drive strategic initiatives that influence the tactical approach and direction of the project.
  5. Develop and present compelling value propositions to customers throughout the collaboration.

Requirements and Qualifications:

  • Minimum 10 years of high-tech/SaaS industry experience.
  • 5+ years in Customer Engagement roles.
  • Prior experience with implementing or supporting ServiceNow products in an Enterprise setting.
  • Strong cross-functional project management skills, 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.
  • Exceptional documentation and presentation skills, with creative thinking and hands-on delivery capabilities.
  • Familiarity with analytics and understanding of metrics and KPIs (as defined).
  • Thought leadership and strategic thinking.
  • Ability to gather and analyze data to inform decision-making.
  • Excellent negotiation and persuasion skills.
  • Facilitation skills in leading meetings, reviews, and retrospectives.
  • Strong customer orientation and ability to anticipate needs.
  • Active listening skills to drive feedback and identify areas for improvement.
  • Ability to learn quickly and adapt to new tools, systems, and processes.
  • Critical thinking skills and ability to assimilate new information rapidly.
  • BS/BA degree in computer science, engineering, or related field preferred.
  • Travel up to 50% required.
  • Fluency in French and English a plus.

About ServiceNow:

As an Equal Employment Opportunity Employer, we welcome candidates from diverse backgrounds. We believe in creating an inclusive environment where all voices are heard and valued. If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply.



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