Full-Time Principal Engagement Manager

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

Deliverables include implementing new projects and managing/navigating customers during these projects.

Manage cross-functional projects and teams, senior-level business executives, and customers to provide a unique customer experience during projects.

Provide weekly/monthly, quarterly updates to customers and internal executive teams.

Manage each project phase, navigating the cross-functional team (internal and external).

Initiate and/or participate in strategic initiatives impacting the tactical approach and influencing project direction.

Develop and present the value proposition to the customer as part of the initiative and ongoing collaboration.

Mentor Customer Outcomes or Partner team members to achieve engagement deliverables and promote customer desired results.

Identify gaps between actuals and the plan of record, proposing solutions and driving resolutions.

To be successful in this role:

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving (using AI tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function/industry).
• Minimum 12 years of high-tech/SaaS industry experience.
• 8+ years in Customer Engagement roles.
• Prior experience with implementing or supporting ServiceNow products in an Enterprise.
• Strong cross-functional, technical Project Management experience (planning, scheduling, monitoring, stakeholder reporting).
• Demonstrated experience leading key projects, including strategic customer programs from inception to successful roll-out and beyond.
• Strong documentation and presentation skills (creative thinking, hands-on delivery).
• Experience with analytics and understanding of metrics and KPIs.
• Thought leadership and strategic thinking.
• Ability to gather and analyze data to understand pros/cons of different decisions/options.
• Ability to communicate abstract ideas clearly, and independently manage complex project objectives.
• Excellent negotiation and persuasion skills.
• Facilitation skills in leading and planning meetings, reviews, and retrospectives.
• Strong customer orientation and ability to anticipate/act.
• Active listening skills to ensure feedback drives new initiatives and identifies areas for improvement.
• Ability to learn quickly and pick up tools, systems, and processes.
• Critical thinking skills and ability to assimilate and implement new information rapidly and think strategically.
• BS/BA degree in computer science, engineering, or related discipline (preferred).
• Travel up to 50%.
• Canadian citizenship or permanent residency status and reside in Canada.
• Federal government clearance (preferred).

What is the last date for applying to the job?

Which countries are accepted for this remote job?