Senior Engagement Manager

Summary

Join Clariti's mission to empower governments and deliver exceptional citizen experiences. As a Senior Engagement Manager, you will be responsible for ensuring client success by exceeding expectations in project delivery, budget management, and customer satisfaction. You will collaborate with various teams, lead project lifecycles, and provide strong leadership to the Professional Services team. This role requires extensive experience in enterprise-level IT engagements, proven leadership skills, and expertise in project management methodologies. The ideal candidate will possess strong communication, problem-solving, and strategic thinking abilities. Clariti offers a competitive salary and the opportunity to work in a fast-paced, innovative environment.

Requirements

• 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 40-50%

Responsibilities

• 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

Benefits

The initial base salary range for this role is expected to be between $115K-$165K annually