Full-Time Senior Engagement Manager

Senior Customer Engagement Manager

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 the customer and internal executive teams.

Manage each phase of the project and navigate cross-functional teams (internal and external).

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

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

Requirements

• Minimum 10 years high-tech/SaaS experience
• 5+ years in Customer Engagement roles
• ServiceNow product implementation/support experience
• Strong cross-functional, technical Project Management (planning, scheduling, monitoring, stakeholder reporting)
• Leading key projects, customer programs from inception to successful roll-out and beyond
• Strong documentation and presentation skills, creative thinking, hands-on approach
• Analytics, metric and KPI understanding
• Thought leadership and strategic thinking
• Data analysis to understand decision pros/cons
• Clear communication of abstract ideas
• Independent management of complex project objectives
• Excellent negotiation and persuasion skills
• Facilitation skills (meetings, reviews, retrospectives)
• Strong customer orientation and anticipation/action
• Active listening for feedback and improvement areas
• Quick learning of tools, systems, and processes
• Critical thinking and strategic thinking
• BS/BA in Computer Science, Engineering, or related
• Travel up to 50%
• Fluent in French and English
• Preferred Canadian Citizenship

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