Customer Engagement Manager (Remote in USA)
$86,000–$124,000 year
Remote · United States
Job Summary
Customer Engagement Manager with strong ServiceNow experience to drive client engagement, service delivery excellence, and operational transparency across enterprise engagements. Serve as the primary point of contact for clients and stakeholders, monitor SLA/KPI performance, leverage ServiceNow ITSM dashboards to provide visibility, manage demand and priorities, lead governance forums, and identify opportunities for cost optimization and process standardization. Role involves bridging business stakeholders and technical teams, enabling clear communication and delivery timelines, with travel up to 10% and a remote-in-USA work arrangement. This is a full-time, W-2 position with benefits and professional-development opportunities.
Required Qualifications
- 8+ years of experience in Customer Engagement, Service Delivery, or Account Management
- Hands-on ServiceNow experience (ITSM; exposure to SPM, CSM, and CMDB strongly preferred)
- Proven ability to manage enterprise client relationships and stakeholder expectations
- Strong understanding of service delivery models, SLAs, KPIs, and operational governance
- Excellent communication, analytical, and problem-solving skills
- Willingness to travel 0-10%
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