AI Senior Engagement Manager

Key Skills

Algorithms, Apache Kafka, AWS, Azure, Machine learning techniques, Python Programming, UI design, UX design

Job 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

Come join the AI Solution Success team in the ServiceNow Platform Team.  We are focused on customer-facing and internal projects. You’ll work alongside a team of seasoned professionals working on leading edge, innovative projects to help drive the business. This global team is highly collaborative and shares the best practices. We work on scalable AI (Artificial Intelligence) solutions, so if you are a results-oriented visionary that likes to dream big, come join our team! 

Who we are? 

We are a team composed of cross-functional SMEs from Technology, Platform, Business Units, Customer Outcomes, QE and multiple customer-focused teams of ML, SW, and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences, as well as guide customer driven innovation within ServiceNow   

What's our purpose? 

Accelerate value realization of AI-powered workflows by customers at scale. 

What we do? 

Work with early adopters to validate AI solutions and realize value by learning and quickly improving the solutions on real customer data. We'll create practical assets to guide new implementations, boost adoption and drive future product innovation. Some of the work the team has been instrumental in, is to improve customer adoption of Generative AI and other related AI solutions with customers. 

What you get to do in this role: 

Join our dynamic team of managers and developers as we enhance our AI capabilities. A major part of your role will be to lead the implementation of AI-related products for customers, including conversational flows, to solve complex business challenges. 

The AI Engagement Manager oversees the on time, on budget delivery of the defined solution scope to meet the customer's desired results. This requires the EM to complete the project following ServiceNow's leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain team member support for the project, including risk and issue mitigation. The EM is also responsible for assembling and leading the ServiceNow resources on the project, making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures.

• Lead the delivery team throughout the engagement, often in collaboration with a services partner.
• Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials
• Manage the business relationship with customers
• Provide weekly/monthly, quarterly updates to the customer as well as to internal executive teams
• Manage cross-functional projects and teams, senior-level business executives and customers to provide a unique customer experience during the projects.
• Collaborate with the customer’s project teams, partner and account team to understand the customer and the engagement; including business challenges, key stakeholders, issues, and business value being delivered.
• Understand the business objectives and the internal solution success team objectives and align the deliverables accordingly.

• Act as a thought leader, applying expertise from the Now Create methodology and prescriptive guidance to drive successful delivery of the engagement, including long term customer success.
• Actively facilitate capture of the best practices and learnings from both the customer and the internal project team and support the update of the deployment Implementation Guide of AI powered workflows and the Now Create methodology.
• Communicate and act as the single point of contact to facilitate collaboration, decision making and customer buy-in on proposed solutions.
• Coach, mentor, and manage Customer Outcomes, Product Success and/or Partner team members to achieve the engagement’s deliverables and enable the customer’s desired business outcomes.
• Typically manage multiple projects simultaneously.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
• Develop and present the value proposition to the customer as part of the initiative and on-going collaboration.
• Lead the delivery team throughout complex programs, often with multiple workstreams and in collaboration with internal or external technical resources

Qualifications

To be successful in this role you have:

• Several years' experience in Customer Engagement roles
• Proven prioritization skills and the discipline to focus on high impact activities 
• Interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity. 
• BS/BA degree in computer science, engineering or related discipline preferred
• Flexibility to work across global time zones
• Strong sense of customer orientation and an innate ability to anticipate and act
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions 
• Demonstrated skills as an active listener, respecting others' point of view while contributing the required input through strong communication skills (written, interpersonal and presentation) 
• Ability to collate feedback to drive new initiatives and identify areas of improvement
• Ability to learn quickly and pick up tools, systems, and processes in a short amount of time
• Experience with analytics and understanding of metrics and KPIs
• Thought leadership, critical thinking, and strategic thinking
• Ability to gather and analyze data to understand and present the pros and cons of different decisions and options
• Excellent negotiation and persuasion skills.
• Facilitation skills in leading and planning meetings, reviews, retrospectives, and customer workshops
• Demonstrated experience in leading key projects, including strategic customer programs from inception to successful roll-out and beyond within a “start-up paced” environment
• Experience defining and capturing product requirements and collaborating with product teams in transforming them into a product roadmap 
• Excellent documentation and presentation skills
• Ability to communicate abstract ideas clearly
• Willingness to work hands-on to deliver impactful outcomes
• Proven success driving complex issues through analysis and resolution
• Experience with implementing or operating the ServiceNow platform and/or ServiceNow certifications desirable.
• A growth mindset and willingness to learn new things independently and at pace!
• Strong cross-functional, technical Project Management experience including planning, scheduling, monitoring, and stakeholder reporting
• Ability to travel up to 50%
• Project Management certification in PMI, Prince2 or similar
• Agile Scrum experience and Scrum Master certification desirable
• Comfortable leading projects independently
• Good understanding of AI technology

For positions in the Bay Area, we offer a base pay of $124,400-$217,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.  Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.