Client Lead

6 months ago

Brampton, Canada Crossfuze Full time

The Client Lead works with our most strategic accounts to help drive value out of their ServiceNow platform. Works closely with sales and solution consulting to drive account expansion and identifying new business. The CL will also oversee scope, schedule, and budget to meet the defined solution for clients using the Crossfuze practice methodology. They will collaborate with the client’s project team ensuring governance is followed to gain team member support for the project, including risk and issue mitigation. Responsible for assembling and leading the resources on the project making sure they understand the planned tasks, tracking actual progress, and managing changes.

**Position Responsibilities**:

- Represent all Crossfuze delivery capabilities to deliver and grow a book of business for Enterprise clients
- Within the assigned portfolio of accounts:

- Partner with Sales to set strategic direction and drive account expansion
- Deliver solutions and grow consultants delivering within the portfolio of accounts
- Build and manage relationships with client buyers and decision makers
- Ensure successful delivery of engagements
- Lead multiple ServiceNow projects concurrently in an Engagement Manager function
- Manage scope, schedule, budget, risks, issues, changes, resourcing, and other project functions
- Single point of contact and escalation for client engagements
- Mentor team members to achieve services objectives
- Partner with Sales Account Executive, Practice Directors, and Delivery Leaders to enable teaming across sales and delivery processes
- Drive awareness of industry trends to bring the best solutions to the table
- Deliver CSAT at or above target
- Represent the client during the building of estimates, proposals, and contracts
- Drive delivery to clients’ desired outcomes
- Provide on-the-job coaching to all team members delivering engagements
- Work collaboratively with ServiceNow account and workflow leaders to drive outcomes for clients
- Drive quarter-over-quarter growth of the book of business

**Requirements**:

- **Must be located in the Greater Toronto Area**:

- 2+ years’ experience in account and delivery management within a consulting organization
- 5+ years’ experience delivering professional services on the ServiceNow platform
- Experience driving revenue through solution and relationship selling Excellent negotiation, conflict management, problem solving and decision-making skills
- Customer and relationship focused, process driven, metric focused, results oriented, organized, and self-directed
- Experience in managing large projects and programs in an enterprise environment
- Demonstrable proficiency with stakeholder engagement at all levels of an organization
- Experience delivering solutions, and making recommendations to clients on solutions to business/technology problems, on cloud technology platforms, preferably ServiceNow

**Benefits**
- Flexible remote work options
- Additional PTO day for mental health
- Competitive paid time off
- Half-day Fridays
- Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.
- Paid maternity and paternity leave for biological birth and adoption
- Newborn, adoption and fertility assistance
- Competitive training & development programs
- 401(k) with employer match
- 10 days toward bereavement leave

**Equal Employment Opportunity**:
Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.

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