Full-Time Senior Engagement Manager

Senior Customer Engagement Manager

Manage key internal and external initiatives to add significant value to customers and help the broader organization innovate.

Implement new projects and manage customer interactions during these projects.

1. Manage cross-functional projects, senior business executives, and customers to provide a unique customer experience.
2. Provide weekly/monthly, quarterly updates to customers and internal teams.
3. Manage each project phase and navigate internal/external cross-functional teams.
4. Initiate or participate in strategic initiatives impacting tactical approach and project direction.
5. Develop and present the value proposition to the customer.

Requirements

• Experience leveraging/critically thinking about integrating AI into work processes.
• 10+ years high-tech/SaaS industry experience.
• 5+ years in Customer Engagement roles.
• Experience with ServiceNow products (Enterprise).
• Strong cross-functional, technical Project Management experience (planning, scheduling, monitoring, stakeholder reporting).
• Experience leading key projects from inception to roll-out.
• Strong documentation, presentation, creative thinking skills.
• Experience with analytics, metrics, and KPIs.
• Thought leadership and strategic thinking.
• Ability to gather/analyze data to understand decisions.
• Clear communication of abstract ideas, independent management of complex projects.
• Excellent negotiation, persuasion, facilitation skills (meetings, reviews, retrospectives).
• Strong customer orientation and proactive approach.
• Active listening for feedback and improvement.
• Quick learning of tools, systems, processes.
• Critical thinking, strategic thinking.
• BS/BA degree in relevant field (preferred).
• Up to 50% travel.
• Fluent in French and English.
• Preferred Canadian citizenship.

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