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We are seeking a Customer Engagement Manager with hands-on experience in ServiceNow and a CSA (Certified System Administrator) certification to join our dynamic team. This role is ideal for a proactive, client-focused individual who thrives in a fast-paced environment and has a strong understanding of ServiceNow capabilities across various modules. As the primary liaison between clients, delivery teams, and sales, you will ensure exceptional customer success, drive engagement, and foster long-term relationships. Key Responsibilities:
Serve as the primary point of contact for clients, ensuring a high level of satisfaction and engagement throughout their ServiceNow journey.
Lead client onboarding and adoption processes, guiding clients through their ServiceNow implementation and ensuring smooth transitions.
Utilize ServiceNow expertise (CSA knowledge) to troubleshoot and address platform-related issues, ensuring timely resolution.
Monitor client satisfaction, track usage trends, and proactively address concerns to enhance customer success.
Collaborate with internal teams (Sales, Service Delivery, PMO) to deliver seamless client experiences and meet engagement goals.
Conduct regular check-ins, business reviews, and strategic roadmap sessions with clients to align on goals and outcomes.
Participate in quarterly business reviews (QBRs) and project health checks to monitor project performance and escalate risks early.
Leverage AI tools (e.g., predictive analytics, virtual agent, sentiment analysis) to identify customer trends, enhance engagement, and improve service delivery.
Stay current on ServiceNow features and industry trends to maintain expertise and support informed client conversations.
Required Qualifications:
5+ years of experience in a professional services organization with consulting experience.
Proven experience in a Customer Engagement Manager, Customer Success Manager, or similar client-facing role.
Strong working knowledge of ServiceNow with CSA certification.
Familiarity with ITSM processes and enterprise service management.
Excellent communication, relationship-building, and problem-solving skills.
Ability to manage multiple clients and priorities effectively.
Bachelor's degree in Business, Information Technology, or a related field.
Preferred Qualifications:
Additional ServiceNow certifications (e.g., ITSM, CSM, SPM).
PMP or ITIL Foundations certification.
Experience with PMO processes and governance models.
Background in enterprise SaaS, IT service delivery, or customer success frameworks.
Familiarity with ServiceNow AI features or other AI tools like Generative AI.
What Success Looks Like:
High client satisfaction and retention rates.
Clear coordination between client stakeholders, delivery teams, and leadership.
Proactive identification and escalation of risks or scope issues.
Timely and effective communication of progress and outcomes to internal and external stakeholders.
What We Offer:
Competitive salary and performance-based incentives.
Comprehensive benefits package.
Opportunities for professional development and certification.
A collaborative, innovative, and inclusive work environment.
Why CRI?
At CRI, we believe that you matter, our clients matter, and communication is key. You'll join a fast-paced, growth-oriented team where your expertise, initiative, and client-first mindset will make a lasting impact on both customer success and CRI's strategic direction.
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CRI Advantage
$115,000.00 - $130,000.00 / yr
Jun 26, 2025