Engagement Manager

6 days ago

Old Toronto, Ontario, Canada Clariti Cloud Inc. Full time
What will you work on?

Are you a visionary professional services leader passionate about owning the customer journey? Do you excel in coordinating complex, multi-departmental operations to deliver exceptional customer experiences? Are you the one who not only solves immediate problems but also innovates to prevent future challenges?

Consider this: When confronted with an issue, do you see it as an obstacle or an opportunity?

If you're energized by a fast-paced environment, have a proven track record of leading complex teams, and are committed to elevating implementation services to an art form, our role as Engagement Manager at Clariti might just be your next big career move.

As an Engagement Manager, you will be the cornerstone of ensuring that our clients not only receive what they invest in but experience it in an extraordinary and timely manner.

As an Engagement Managerat Clariti, you'll get to :

  • Collaborate with Clariti, System Integrators (SI), and customers to understand our customers' needs, how success is defined, and ensure that we exceed expectations in delivering customer outcomes.
  • Plan, organize, and manage all aspects of the project lifecycle in collaboration with SI and customer Project Managers. This includes developing and managing project governance plans, project schedules, team goals, project milestones, budgets, and defining success criteria.
  • Provide strong leadership and direction to the Clariti Professional Services team, which includes Business Analysts, Implementation Consultants, and Solution Architects. Lead a motivated and cohesive team that can effectively deliver services to clients and implementation partners.
  • Implement quality control processes and proactively identify and mitigate risks, issues, and concerns associated with service delivery, client relationships, and project execution.
  • Provide regular reports and updates to senior management on the performance and progress of the assigned projects.
  • Hold internal and external teams accountable, redirect when needed, and manage customer expectations throughout engagements.
  • Participate in practice development by contributing to the development of practical solutions and methodologies, and the development of knowledge sharing artifacts.
  • Outstanding written, verbal communication, and presentation skills with team members and audiences of all levels in technical and business settings.
  • Understand the operating styles of others as well as team/client relationships, team dynamics, and can adjust approach accordingly to succeed. Recognizes environmental or cultural nuances and adapts.
What you bring to the team?
  • 8+ years of experience leading and delivering enterprise-level IT engagements in SaaS-based Professional Services (most implementation projects take 12+ months).
  • 8+ years of relevant consulting or industry experience, with proven ability to build trusted relationships with senior business and technology leaders (up to and including CxO).
  • Track record of building excellent relationships with executive stakeholders and leading delivery for large transformation projects.
  • Extensive experience applying project management and agile methodologies to deliver high-quality services, effectively managing resources, and relationships with SI.
  • Demonstrated knowledge of the various functions and roles within the professional services industry, as well as an understanding of the different types of customers and their needs.
  • Demonstrated leadership and management capabilities, including team motivation, resource management, and effective guidance, with a strong focus on delivering projects within budget and deadlines.
  • Expertise in objection handling, serving as the escalation point for client, partner, and team member concerns.
  • Actively looks for ways to improve process efficiencies and effectiveness.
  • Ability to apply strategic thinking and demonstrate understanding of requirements to execute.
  • Ability to make decisions guided by policies, procedures, and business plans with limited guidance.
  • Ability to balance the need for profitability with delivering excellent customer experiences.
  • High level of Emotional Intelligence and the ability to successfully manage difficult customers.
  • Proficient in leading organizational change and managing ambiguity, with a proactive approach to meeting dynamic priorities and exceeding customer expectations.
  • PMI PMP Certification currently held or obtained within 12 months of joining.
  • Ability to travel within the United States and Canada approximately 25-50%.

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