Full-Time Senior Engagement Manager

As a Senior Customer Engagement Manager, you will manage key internal and external initiatives to enhance customer value and organizational innovation.

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 executives.
• Manage each project phase, navigating cross-functional internal and external teams.
• Initiate and participate in strategic initiatives impacting tactical approaches and project direction.
• Develop and present the value proposition to customers and collaborate on initiatives.

Requirements:

• Experience leveraging/critically thinking about AI integration in work processes, decision-making, or problem-solving (e.g., using AI tools, automating workflows).
• Minimum 10 years of high-tech/SaaS industry experience.
• 5+ years in Customer Engagement roles.
• ServiceNow Enterprise implementation/support experience.
• Strong cross-functional, technical Project Management experience (planning, scheduling, monitoring, stakeholder reporting).
• Leading key projects, including strategic customer programs from inception to successful roll-out and beyond.
• Strong documentation and presentation skills, creative thinking, hands-on approach.
• Analytics experience, understanding of metrics and KPIs.
• Thought leadership and strategic thinking.
• Data analysis skills (gathering, analyzing data to assess decision pros/cons).
• Clear communication of abstract ideas and independent management of complex objectives.
• Excellent negotiation and persuasion skills.
• Facilitation skills (leading meetings, reviews, retrospectives).
• Strong customer orientation, anticipation, and action.
• Active listening for feedback and improvement areas.
• Quick learning of tools, systems, and processes.
• Strong critical thinking and strategic thinking.
• BS/BA in computer science, engineering, or related discipline preferred.
• Travel up to 50%.
• Fluent in French and English.
• Preferred Canadian Citizenship.

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