Associate Engagement Manager

Summary

Join Crossfuze as an Associate Engagement Manager (AEM) and manage the successful deployment of ServiceNow solutions for our clients. You will be the primary client contact, responsible for their satisfaction and project success. This remote position, based in Canada, requires strong communication, organizational, and analytical skills, along with experience in ServiceNow projects and project management. You will manage project resources, schedules, and risks, while identifying opportunities to add value. Crossfuze offers a flexible work environment, including half-day Fridays and additional PTO for mental health, along with competitive benefits like paid time off, parental leave, and a wellness program.

Requirements

• A Bachelor’s degree or equivalent experience
• Very strong communication skills with the ability to set appropriate expectations with clients
• Strong organizational and analytical skills
• Strong interpersonal skills, client-centric attitude, ability to deal with cultural diversity
• Demonstrated ability to lead teams and achieve success with client software implementation projects
• Be located in Canada

Responsibilities

• Manage the successful deployment of ServiceNow solutions for Crossfuze clients
• Support our Engagement Management team
• Act as the client contact for services
• Scheduling
• Resource management
• Provide project status
• Maintain high levels of client satisfaction
• Be the single point of contact for ServiceNow client engagements
• Ensure client satisfaction throughout the engagement
• Understand client business issues and problems and help the client change the way they work
• Work with engagement managers to produce weekly project reports
• Manage project risks, issues, action items, and decisions
• Manage project resources, schedules, tasks, and other project work as requested by engagement managers
• Identify opportunities to provide additional value to our clients
• Support the continuous improvements of our implementation methodology and service offerings based on client experiences
• Schedule and facilitate meetings, including producing agendas, meeting notes, and following up on meeting actions

Preferred Qualifications

• Experience working on ServiceNow projects
• Background working with external clients and companies
• Experience or training in project management
• Agile Scrum experience and Scrum Master certification
• ITIL V3 or V4 Foundations Certification

Benefits

• Flexible remote work options
• Additional PTO day for mental health
• Competitive paid time off
• Half-day Fridays
• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• Extended Healthcare Plan
• Group RRSP with employer match
• 10 days toward bereavement leave
• Premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice