Customer Engagement Manager

Customer Engagement Manager -ServiceNow & AI Solutions

*Independent Contractor for Mexico

89 Solutions is a pure-play Moveworks partner delivering enterprise-grade AI solutions that transform employee support and productivity. With a proven track record across the United States and Australia, we are a market leader in successful Moveworks implementations and Agent Studio use cases, now expanding into the broader ServiceNow EmployeeWorks ecosystem.

This is an Independent Contractor role. Engagements are project-based and defined by specific scopes of work, deliverables, milestones, and acceptance criteria agreed upon for each engagement.

About the Role.

The Customer Engagement Manager will support global enterprise customers by leading discovery, stakeholder alignment, project governance, and delivery coordination across AI, Moveworks, and ServiceNow implementation projects.

This role is ideal for someone with strong customer-facing consulting experience, ServiceNow knowledge, and the ability to manage complex enterprise engagements from discovery through successful delivery.

Key Responsibilities

The contractor will:

• Facilitate executive and technical discovery sessions with customer stakeholders.
• Gather, analyze, and translate business requirements into implementation plans and delivery artifacts.
• Partner with ServiceNow Administrators, Platform Owners, Architects, and business stakeholders.
• Coordinate enterprise AI and SaaS implementation activities across platforms including ServiceNow, Moveworks, Microsoft Teams, Slack, Okta, Azure AD, Salesforce, and Jira.
• Manage engagement governance, including scope, timelines, risks, dependencies, milestones, reporting, and stakeholder communication.
• Support solution design discussions while ensuring alignment between business requirements and technical delivery teams.

Required Qualifications:

• 5+ years of experience in customer engagement, professional services, project management, solution consulting, delivery management, or business analysis.
• 2+ years of experience working with ServiceNow implementations or ServiceNow-related transformation projects.
• Strong understanding of ServiceNow workflows and enterprise environments.
• Experience with one or more ServiceNow areas such as ITSM, HRSD, ITOM, CSM, Service Catalog, Employee Center, or integrations.
• Experience managing enterprise SaaS or digital transformation projects.
• Strong stakeholder management, documentation, communication, and consulting skills.
• Excellent written and verbal English communication skills.

Engagement Terms

• Independent Contractor arrangement in Mexico.
• Project-based engagements with defined deliverables, milestones, and acceptance criteria.
• Services are non-exclusive.
• No set working hours; the contractor determines how services are performed, subject to agreed outcomes and timelines.
• The contractor must be based in Mexico and is responsible for their own taxes, benefits, and all applicable statutory obligations.