Customer Engagement Manager (Remote in USA)

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

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.

Your role in our mission

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

What we're looking for

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

What you should expect in this role

Opportunities to travel through your work (0-10%)

This is a full-time permanent regular salaried (W-2) employee position.

Monday through Friday work schedule (40 hours per week).

Health (medical, dental, vision) benefits start on day 1 of employment.

Company match 401K and other benefits available within months of starting.

New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.

Company provided computer for work use.

For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance.

Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.

The use of AI during interviews is prohibited.

This position will accept applications until July 1, 2026.

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The pay range for this position is $86,000 - $124,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.