Associate Engagement Manager

ID Fusion is a cutting-edge digital transformation company that helps businesses and organizations plan, research, build, integrate and maintain technology. Founded on a culture of caring, our goal is to provide the highest level of client value with an _anything-is-possible_ attitude. Over two decades, our unique approach has been meeting the needs of small
- to medium-sized businesses, as well as multinational, Indigenous and government organizations. We’re looking for driven, focussed individuals to help us keep delivering innovative results.

**About the Role**

As an **Associate Engagement Manager** with ID Fusion, you will provide professional implementation and support services to customer engagements for both programs & projects. The Associate Engagement Manager will have a ‘product first’ mindset and will support ID Fusion to ensure high levels of client satisfaction. If you are an excellent communicator with a keen eye for details while handling a broad range of projects, we want to hear from you.

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Why you want to work at ID Fusion*

At ID Fusion, work/life balance matters. That’s why we offer our team members the flexibility to work a hybrid model of in-office and at-home. We care for one another, and this extends to the benefits we offer. We provide our employees a company-paid health/dental/vision plan, matching RRSP contributions and professional development to ensure we all learn and grow together. (Plus, if you’re in the office, drinks, snacks and free parking are included) Additionally, as a proud Indigenous organization, our purpose is to be a tool for positive change for Indigenous Peoples. Working with us, you’ll put your energy and expertise into something that matters - not just to you, but to others, in real and meaningful ways.

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Your Day to Day*
- Lead the professional and consulting services engagement with customers for assigned programs/projects/activities
- Be accountable for customer satisfaction within assigned programs/projects/activities
- Manage contract, client relationship, and scope of engagements
- In partnership with other operating disciplines, be responsible for executing, managing, and delivering on revenue goals associated with assigned project(s)
- Balance client advocacy with business goals to deliver the best value solution for the clients
- In partnership with the Business Segment Manager, develop engagement strategies for assignments and implement effective communication plans
- Manage change control policy with project stakeholders for program/project revisions
- Interface with the client stakeholders and internal teams to deliver on projects while building and maintaining effective relationships internally and externally (including third-party partners)
- Develop a strong understanding of product offerings and how they align with customer requirements
- Utilize best practices to guide implementation outcomes
- Ensure client documentation and appropriate manuals, processes, and procedures are created and regularly updated
- Support requirements gathering and business analysis through techniques such as data gathering, reviewing current system documentation, business process modelling and assisting with or conducting Joint Application Design sessions
- Follow up to monitor satisfaction and respond to additional requests or problems quickly
- Ensure operational requirements, standards, and best practices are factored into plans
- Contribute to ongoing refinement and development of operational requirements or standards

**Experience You Bring**
- Bachelor’s Degree in a related field required.
- 5+ years’ experience in managing customer engagements and end-to-end project delivery.
- Expert knowledge in key areas of responsibility (i.e. project management, business process/business operations management, customer service, etc.).
- Ability to translate product knowledge into tailored solutions that meet the customer’s needs.
- Highly organized with strategic thinking, strong problem solving, troubleshooting, time management, risk management, escalation, and analytical skills.
- Ability to work effectively under pressure in a demanding environment.
- Ability to work with virtual teams to successfully deliver projects or problem resolutions.
- Understanding of software development lifecycle from initial planning through implementation to maintenance.
- Experience with managing technical policies associated with the software development lifecycle.
- Possess the ability to communicate complex information clearly and concisely along with excellent written and verbal communication skills.
- Responsible and motivated with the ability to work well in a fast-paced environment in an independent manner.