Customer Engagement Manager (Remote in USA)

Gainwell Technologies is seeking a Customer Engagement Manager (CEM) with strong ServiceNow experience to drive client engagement, service delivery excellence, and operational transparency across enterprise engagements. This role will serve as a strategic partner between business stakeholders and delivery teams, ensuring visibility into service performance, demand, and outcomes while supporting structured service management and continuous improvement.

Responsibilities:

• Serve as the primary point of contact for clients and stakeholders, building strong relationships and ensuring alignment with business objectives
• Drive service delivery excellence by monitoring SLA/KPI performance and ensuring stability of ongoing operations
• Leverage ServiceNow ITSM dashboards and reporting to provide visibility into service performance and trends
• Enable structured demand management by ensuring all requests, changes, and enhancements follow standardized intake processes (e.g., ServiceNow SPM)
• Provide stakeholders with clear visibility into backlog, priorities, and delivery timelines
• Partner with delivery, platform, and architecture teams to align demand, capacity, and execution plans
• Utilize ServiceNow CSM capabilities to enhance customer engagement, case management, and SLA transparency
• Support CMDB and service mapping initiatives to improve service visibility, impact analysis, and decision-making
• Lead governance forums, including operational reviews and executive updates, delivering data-driven insights
• Identify opportunities for cost optimization, efficiency improvements, and process standardization
• Drive continuous improvement initiatives across service management and customer experience
• Act as a bridge between business stakeholders and technical teams, ensuring clear communication and alignment

Requirements:

• 8+ years of experience in Customer Engagement, Service Delivery, or Account Management
• Hands-on ServiceNow experience (required), including ITSM; exposure to SPM, CSM, and/or 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
• Exposure to SPM, CSM, and/or CMDB strongly preferred