Full-Time Principal Engagement Manager

What you get to do in this role: As a Customer Engagement Manager, you will manage key internal and external initiatives to add significant value to customers and help the broader organization innovate.

Deliverables include implementing new projects and managing customer relationships during these projects.

Responsibilities:

• Manage cross-functional projects and teams, senior-level business executives, and customers for a unique customer experience.
• Provide weekly/monthly, quarterly updates to customers and internal executive teams.
• Manage each project phase and navigate cross-functional teams (internal and external).
• Initiate or participate in strategic initiatives impacting the tactical approach and influencing project direction.
• Develop and present the value proposition to customers as part of the initiative and ongoing collaboration.
• Mentor Customer Outcomes or Partner team members to achieve engagement deliverables and promote customer results.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.

Requirements:

• Experience leveraging or critically thinking about AI integration in work processes, decision-making, and problem-solving (using AI-powered tools, automating workflows, analyzing AI insights, etc.).
• Minimum 12 years high-tech/SaaS industry experience
• 8+ years in Customer Engagement roles.
• Prior experience with ServiceNow products in an Enterprise environment.
• Strong cross-functional, technical Project Management experience (planning, scheduling, monitoring, and stakeholder reporting).
• Leading key projects, including strategic customer programs from inception to roll-out and beyond.
• Strong documentation and presentation skills (creative thinking, hands-on delivery).
• Experience with analytics and KPIs.
• Thought leadership and strategic thinking.
• Data gathering and analysis to understand decision pros/cons.
• Clear communication of abstract ideas.
• Managing complex project objectives
• Strong negotiation and persuasion skills.
• Facilitation skills for meetings, reviews, and retrospectives.
• Strong customer orientation and anticipation/action.
• Active listening for feedback and improvements.
• Quick learning of tools, systems, and processes.
• Critical thinking and strategic implementation of new information.
• BS/BA in computer science, engineering, or related discipline (preferred).
• Travel up to 50%.
• Canadian citizenship or permanent residency, residing in Canada.
• Federal government clearance (preferred).

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