Principal Technical Program Manager

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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 a 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 360 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: 

• Oversee a portfolio of 10 Gen AI implementation adoption programs across 360+ customers, establish a centralized customer adoption lifecycle, onboarding process, documentation, and artifacts for internal cross-functional teams. 

• Manage overarching Gen AI implementation scaling process integrated into customer outcomes, partner ecosystem, customer success, product success, GTM, and other internal cross-functional teams. 

• Manage the Customer Adoption Review Council process to centralize customer outreach and evaluate all licensed Gen AI accounts for proper program allocation.  

• Create and manage legal process for third-party implementer onboarding and customer onboarding. 

• Customer readiness status tracking and defining lifecycle stages of customer program adoption. 

• Establish customer product adoption definitions and metrics across multiple BUs. 

• Build reusable customer communication templates and artifacts. 

• Build processes, templates, training artifacts, internal KBs, and SOPs for program execution, tooling, and reporting for internal operational stakeholders. 

•  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 criteria for complex customer adoption programs. 

• Identify, assess, prioritize, and mitigate risks to meet program objectives. 

• Host executive-level meetings and large cross-functional events 

• Execute change management initiatives to ensure successful cross-organizational adoption of new processes. 

• Track and all