Gainwell Technologies

Customer Engagement Manager (Remote in USA)

Gainwell Technologies • $86K — $124K *
US-AnywhereRemote in Texas, US
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 8+ years in Customer Engagement, Service Delivery, or Account Management
  • Required hands-on experience with ServiceNow, particularly ITSM
  • Preferred familiarity with SPM, CSM, and CMDB
  • Proven track record in managing enterprise client relationships and expectations
  • Strong grasp of service delivery models, SLAs, KPIs, and operational governance
  • Excellent communication, analytical, and problem-solving abilities

Responsibilities

  • Serve as primary client contact, building strong relationships aligned with business objectives
  • Drive service delivery excellence by monitoring SLA/KPI performance
  • Leverage ServiceNow ITSM for visibility into service performance and trends
  • Ensure requests and changes follow standardized intake processes
  • Provide stakeholders with visibility on backlog and delivery timelines
  • Collaborate with delivery and architecture teams for alignment of demand and execution
  • Support CMDB initiatives for improved service visibility and decision-making
  • Lead governance forums with data-driven insights
  • Identify opportunities for cost optimization and process improvements
  • Drive continuous improvement initiatives across service management

Benefits

  • Health benefits (medical, dental, vision) start on day one
  • 401K company match and additional benefits available shortly after starting
  • Flexible vacation policy available after ninety days
  • Company provided computer for work use
  • Remote work requires minimum broadband speeds
  • Video cameras must be used for interviews and orientation
  • No AI allowed during interviews
Full Job Description
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.


#LI-NB1

#LI-REMOTE

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.

About Gainwell Technologies

Gainwell Technologies offerings including Medicaid Management Information Systems (MMIS), fiscal agent services, program integrity, care management, immunization registry, and eligibility services. With over 50 years of proven experience, Gainwell carries forward a reputation for technological innovation, service excellence, and unparalleled industry expertise in offering clients scalable and flexible health and human services solutions for their most complex challenges.

Gainwell Technologies Careers

There has never been a more opportune time to join Gainwell Technologies, a leader in providing cutting-edge technology solutions. As a hub of innovation and diversity, Gainwell Technologies offers a plethora of job opportunities aimed at enhancing the digital landscape.

Work You’ll Do

Join Gainwell Technologies' esteemed team to assist some of the most prominent organizations in mastering their technological advancements and digital transformations. At Gainwell Technologies, the focus is on leveraging a unique blend of technology, industry expertise, and digital innovation to lead the market. Professionals at Gainwell Technologies are positioned uniquely at the crossroads of technology and consulting, driving leadership and growth in various sectors through transformative solutions.

Gainwell Technologies Professional Growth and Opportunities

The team is dedicated to building a leading-edge environment that fosters professional growth and innovation. Gainwell Technologies is not just about addressing the current needs of the market but also about foreseeing and shaping the future of technology.

Innovative Work

At Gainwell Technologies, employees engage in groundbreaking work at the intersection of technology and practical application. The company is home to a large group of dedicated professionals who are committed to delivering robust solutions on trusted platforms.

Career Advancement

Embark on a career journey with Gainwell Technologies where the sky is the limit. The company supports ambitious professionals with comprehensive training, development programs, and diverse certification opportunities designed to future-proof careers in the technology sector.

Explore Job Opportunities and Culture

Gainwell Technologies is committed to creating a workplace culture that promotes diversity and inclusion, where every team member’s contribution is valued. Explore various job opportunities, from internships to full-time positions, and become part of a team that values innovation and leadership.

The Gainwell Technologies Commitment to Diversity and Professional Development

Gainwell Technologies recognizes the importance of diversity training and professional development in creating a thriving workplace. The company is dedicated to providing employees with the resources they need to succeed in their careers and contribute to the industry effectively.

Stay Connected with Gainwell Technologies Careers

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Discover open positions that align with your skills and interests. Gainwell Technologies is on the lookout for passionate, curious, and creative professionals who are driven to find solutions and excel in their careers. SEARCH GAINWELL TECHNOLOGIES JOBS

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Learn more about Gainwell Technologies
Size
10,001 employees
Industry
Information Technology
* Ladders Estimates

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