Customer Engagement Technical Implementations Program Manager

hace 1 mes


Heredia, Costa Rica ServiceNow A tiempo completo
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

ServiceNow’s Success, Technology, Experience, and Platform (STEP) org is the largest organization in the company, comprised of all Products and Platform teams, along with our world class Customer Success and Experience teams.  We are leveraging the unlimited potential of our platform across every industry, geography, solutions, and personas to consistently deliver product and platform experiences our customers love.  We are seeking a highly organized and proactive Customer Engagement Technical Implementations Program Manager to join our team. The ideal candidate will be responsible for overseeing the program and operations of high-impact programs for 10+ Early Adopter Validations and pre-sales Lighthouse activities. This is an opportunity to optimize processes for feedback, learnings, and enhancement identified during customer engagements and work to expand our customer engagement tool. The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction. You will work in a dynamic environment to bring your programs to life and see them through to a successful completion, while cultivating collaboration and driving business outcomes. You will think strategically, while driving tactical execution of large cross organizational programs, from initial conception, through program development, delivery, and transition to operations.  

Responsibilities: 

  • Lead and coordinate Early Adopter Validations and pre-sales Lighthouse activities to highlight our products/services to potential clients. Track and allocate resources effectively to ensure smooth program execution. 

  • Implement a single-view engagement tracking system to monitor progress and identify areas for improvement. 

  • Provide support for the leadership team by delivering insightful updates and reports. 

  • Conduct weekly meetings for the Gen AI program and facilitate 1:1 sessions between relevant stakeholders. 

  • Provide fortnightly reports to the Platform Product teams and participate in the Product Feedback Forum. 

  • Deliver monthly reports to Business Units to keep stakeholders informed about program developments. 

  • Develop and implement processes for capturing feedback, learnings, and enhancements identified during customer engagements. 

  • Integrate feedback and enhancement processes into a centralized PM customer engagement tool   

  • Expand the capabilities of the PM customer engagement tool to meet the evolving requirements of the outbound product implementation team and facilitate the deprecation of custom tracking tools 

Qualifications

To be successful in this role you have:

  • 10+ years of work experience in Program Management  

  • Education: Bachelor’s Degree or equivalent required; MBA or other Graduate degree preferred  

  • Experience working in a customer facing role or management consulting in a technical capacity 

  • Familiarity with CRM systems and customer engagement tools 

  • Project Management Professional (PMP) certification or equivalent 

  • Proven project/program management experience involving many cross functional teams 

  • Proven organizational skills with high regard for quality 

  • Solid collaboration and relationship building skills – able to work well with many different types of personalities in various functions. Masterful in the art of bringing people together 

  • Excellent communication skills - Ability to communicate, document, and present complex technical issues in concise and efficient manner for variety of audiences 

  • Experienced and confident in creating slides and presenting to executives 

  • Must possess effective listening skills and comfortable asking powerful questions 

  • Passion for working with people in technical environments 

  • Solid leadership skills to influence and motivate without authority. True servant leader 

  • Solid facilitation skills to lead/drive variety of program events 

  • Excellent negotiation and conflict management skil

 

JV20

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 talent.acquisition@servicenow.com 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.

 

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

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



  • Heredia, Costa Rica Hewlett Packard A tiempo completo

    Digital Delivery Operations (DDO) is one of the fastest growing teams within the Managed Services organization. Our mandate is to manage E2E delivery operations for HP's contractual services business, focusing on contractual servicing offerings for enterprise Tier 1 accounts in the commercial domain, as well as internal HP employees. **Job...


  • Heredia, Costa Rica Hakkoda A tiempo completo

    **Role Description** As a Hakkoda Engagement Manager you will lead client engagements and Hakkoda teams in the US and Costa Rica. You will lead the day to day execution of client projects while guiding and developing individual team members. You’ll work directly with clients - usually remotely - and you’ll take ownership of the overall project and its...

  • Engagement Manager

    hace 5 días


    Heredia, Costa Rica Hakkoda A tiempo completo

    **ABOUT HAKKODA** Hakkoda is a modern data consultancy that empowers data driven organizations to realize the full value of the Snowflake Data Cloud. We provide consulting and managed services in data architecture, data engineering, analytics and data science. We are renowned for bringing our clients deep expertise, being easy to work with, and being an...


  • Heredia, Costa Rica BCD Travel Corporate A tiempo completo

    **Your ideas can drive the future of corporate travel. Join BCD and challenge the status quo!** **Multi-National Program Manager** - Full time, Costa Rica_ As the Multi-National Program Manager, you will be responsible for managing all aspects of assigned client portfolio account(s) to include but not limited to client retention, contract negotiation,...

  • Technical Account Manager

    hace 4 semanas


    Heredia, Costa Rica Experian A tiempo completo

    Full-time Employee Status: Regular Role Type: Home Department: Customer Service Schedule: Full Time **Company Description**: - Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one...


  • Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Customer Service Manager (Costa Rica GBS) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than...


  • Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Customer Service Manager (Costa Rica GBS) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than...

  • Program Manager

    hace 7 días


    Heredia, Costa Rica Workday Costa Rica S.R.L. A tiempo completo

    About the Role If you are passionate and driven, believe that the best experience is one delivered together, we’d love to talk to you! This role requires all things program management and the willingness to be a change agent in the process. You will partner closely with the program sponsor, business leads and technology teams in defining and executing...


  • Heredia, Costa Rica Philip Morris International A tiempo completo

    Our People & Culture team is seeking an Internal Communication and People Engagement Manager to support our team with engaging employees and keeping them connected to the critical messages and activities across CARICAM. As the People Engagement Manager, you will be responsible for creating, communicating and driving our internal communications strategy to...


  • Heredia, Costa Rica JLL A tiempo completo

    JLL supports the Whole You, personally and professionally. The Global Technical Content Manager is responsible for managing internal communications and deliverables, including team newsletters, wiki content, business documents, and slide decks. You will work directly with our Global Technical Operations Lead on business needs related to content creation,...


  • Heredia, Costa Rica Hewlett Packard A tiempo completo

    **_ Responsibilities: _** - Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems. - Respond to service, product, technical, and customer - Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence. -...


  • Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    We are Amazon’s Finance Operations Services organization (FinOps), responsible for Amazon’s Receivables (AR), Accounts Payables (AP), Payroll and Customer Support Teams. We ensure on-time, accurate payments, billings, collections and cash application. If you are a leader who works to inspire and build effective teams, raising the bar by diving deep into...


  • Heredia, Costa Rica Hewlett Packard A tiempo completo

    **_ Responsibilities: _** - Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems. - Respond to service, product, technical, and customer - Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence. -...

  • Creative Program Manager

    hace 2 semanas


    Heredia, Costa Rica Amazon A tiempo completo

    Description Amazon Devices is one of the most innovative and fastest-growing businesses at Amazon. This role sits within Devices Brand Studio, the internal creative partner for Amazon Devices. We handle brand strategy, brand design, visual design, copywriting, and production for Echo/Alexa, E-Reader, Tablets, FireTV, Smart Home, and more. We are...

  • Creative Program Manager

    hace 2 semanas


    Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Amazon Devices is one of the most innovative and fastest-growing businesses at Amazon. This role sits within Devices Brand Studio, the internal creative partner for Amazon Devices. We handle brand strategy, brand design, visual design, copywriting, and production for Echo/Alexa, E-Reader, Tablets, FireTV, Smart Home, and more.We are looking for a candidate...

  • Senior Program Manager

    hace 5 días


    Heredia, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    6+ years of program or project management experience - 6+ years of change management experience - 6+ years of defining and executing against program timeline & requirements experience - 6+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience - 6+ years of working cross functionally with tech and...


  • Heredia, Costa Rica Prodigious A tiempo completo

    Company Description Publicis Global Delivery is the talent powerhouse of Publicis Groupe, the largest global communications group. We make sure to hire, boost and develop the best people worldwide to deliver outstanding work for the most prominent clients within the Groupe. In LATAM, we are over 1,700 passionate employees that love to push boundaries and...

  • Technical Account Manager

    hace 2 semanas


    Heredia, Costa Rica IBM A tiempo completo

    **Introduction** At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's...


  • Heredia, Costa Rica Databricks A tiempo completo

    P-362As a Technical Solutions Engineer, you will provide technical support for Databricks Platform related issues and resolve any challenges involving the Databricks unified analytics platform. You will assist customers in their Databricks journey and provide them with the guidance and knowledge that they need to accomplish value and achieve their strategic...

  • Customer Success Manager

    hace 3 semanas


    Heredia, Costa Rica Hewlett Packard A tiempo completo

    The Customer Success Manager will be responsible for Solution/Services Adoption and Client Management including Annual Recurring Revenue/Profit Management, Growth, On-going Services Delivery Management with high customer health, low churn rate and high renewal rate. Responsible for managing overall service quality and customer relationship management...