Senior Engagement Manager

Join our mission to provide governments with exceptional experiences so they can do the same for their communities!

What do we do?💥

We empower governments to deliver exceptional citizen experiences.

Check out our ‘About Us’page for a deep dive into our product and what makes us exceptional.

How will you help us make an impact? 👩‍💻👨‍💻

Reporting to thh Director of Professional Services, the Senior Engagement Manager is a senior individual contributor within our Professional Services function. As a Senior Engagement Manager, you will be the cornerstone of ensuring that our clients not only receive what they invest in but that their delivery experience is extraordinary. This includes but is not limited to being timely, within budget, and meeting/exceeding customer satisfaction to ensure end-to-end success.

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 Senior Engagement Manager at Clariti might just be your next big career move.

As a Senior 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 do 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.
• Highly ambitious, go-getter professional with crisp communication skills and a proven ability to excel in fast-paced environments, managing multiple large-scale, multi-phase, multi-year projects valued at over $1 million each.
• 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 up to 50% of the time.

What’s in it for you?🫵

We invest in and empower our team members with competitive compensation packages, well deserved time off and benefits to keep you and your family healthy! *

💰 The base salary range for this role is expected to be between $125,000 to 175,000 CAD based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy. 💰 Our compensation bands are based on various factors, including the labour market (as informed by our business stage and industry), job type and job level. Exact salary offers will be determined by factors such as the candidate’s qualifications, experience, knowledge and skills.

If you have questions about compensation as we move through the process, we’re happy to discuss further.

*Benefits depend on employment type (full-time, part-time, contract, etc).

Things to Note 📝

Background checks - Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team. We focus strictly on global sanctions and criminal offences that are directly relevant to employment at Clariti, and follow all applicable privacy and human rights legislation.

Travel- Although we operate as a remote company, all roles are expected to participate in occasional travel for in-person company-wide or departmental meetings, typically 1-2 times per year. Additional travel requirements specific to the role, if any, will be outlined in the job description.

We're committed to building an inclusive culture where our team members take ownership over projects, tasks, and outcomes; bring a growth mindset to drive continuous learning and self-development; have the ability to communicate courageously in a direct but respectful way; and are customer-focused by keeping the customer at the heart of decision-making. It’s the diversity of our team that helps us make better decisions, by leveraging the diversity in thought & experience across to create impactful solutions as we explore new paths & challenges as we grow. We’re working to create a workplace and team that is as diverse as the communities we serve. We welcome and encourage candidates of all backgrounds to apply.

Questions? We are here to help

If you require accommodations in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in our hiring process for any reason, please direct your questions to [email protected] and we’ll be happy to support you.