Engagement Manager

What you get to do in this role: 

The Engagement Manager is critical in ensuring the successful execution of ServiceNow/Pyramid Analytics implementation projects including onboarding and initial enablement for ServiceNow customers. The Engagenent Manager oversees the initial deployment, onboarding, enablement and first value project if applicable. Key to this role is the ability to balance technical expertise, project management and effective communication and relationship building by collaborating with stakeholders, colleagues and customers. 

Responsibilities: 

The Engagement Manager’s primary areas of responsibility involve transition from Sales, implementation and project management.  Focus is primarily on initial onboarding and enablement but will often involved additional project phases as necessary and appropriate. 

Assessments 

• Collaborate with Sales Account Executives and Pre-sales SEs to understand client needs with respect to ServiceNow/Pyramid Analytics. 
• Articulate ServiceNow onboarding implementation methodology to customers. 
• Oversee and participate as necessary scoping activities. 
• Evaluate each project opportunity with respect to approach, risk, constraints and critical success factors. 
• Work closely with Customer Success and Expert services and the broader ServiceNow ecosystem to optimize engagements and reduce deployment risks. 

Onboarding / Implementation 

• Collaborate with stakeholders, colleagues and partners to define project objectives, establish timelines and create implementation plans. 
• Develop services proposals and statements of work for onboarding and other services engagements as required. 
• Establish success metrics and key milestones to ensure alignment with client goals. 
• Lead the end-to-end onboarding process, ensuring a smooth transition from sales to implementation. 
• Lead the resolution of customer issues, blockers and other concerns.  
• Guide customer through decision-making and best practices regarding the ServiceNow platform with emphasis on analytics. 
• Develop an adoption plan with customer to ensure the customer is successful on the ServiceNow platofm, especially analytics. 
• Educate clients and create specialised documentation detailing the scope and any customisations. 
• Introduce customer to ServiceNow Community and ServiceNow University as appropriate. 
• Cultivate strong working relationships with customer and partners.