Principal Technical Program Manager

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: 

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, solution, and persona 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 successful completion while cultivating collaboration and driving business outcomes. You will think strategically, while driving the tactical execution of large cross-organizational programs, from initial conception, through program development, delivery, and transition to operations. 

Overview: 

We are seeking a highly organized and proactive Customer Engagement Technical Implementation Program Manager to join our team. The ideal candidate will be responsible for overseeing the status and operations of 40+ customer adoption engagements and establishing a centralized process for cross-functional teams. This role requires strong project management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction. 

Responsibilities: 

• Establish a centralized customer adoption lifecycle, onboarding process, documentation, and artifacts for internal cross-functional teams. 
• Manage legal process for implementation partner onboarding and customer onboarding
• Customer readiness status tracking and defining lifecycle stages of customer program adoption 
• Build reusable customer communication templates and artifacts 
• Build process, template, and training artifacts for AE, SC, and Sales Ops enablement 
• Creation of AE/SC boilerplate intros, interest emails, Sales Ops SOPs, and 101 Boilerplate (internal) 
• Internal KBs on program overview, SOP for engagement manager/AEs/Sales Ops/Legal/etc. 
•  Outline program requirements including legal templates, tooling, procedures, and roles. 
• Manage centralized tooling requirements, dashboards, training, and enablement. 
• Work directly with the engagement manager to status customer adoption progress, outline risks, and alleviate/escalate barriers.  
• Work with internal stakeholders including AEs, SCs, Legal, Product, and ACE to establish project plans, deliverables, and success cri