Senior Engagement Manager

Summary

Join Crossfuze as a Senior Engagement Manager and lead successful deployments of our solutions. You will be the primary client contact, managing complex engagements, and ensuring high client satisfaction. This remote position, based in the US, requires strong leadership, project management, and communication skills. You will mentor team members, identify upselling opportunities, and contribute to continuous improvement initiatives. 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 401k match.

Requirements

• Demonstrated ability to lead teams and achieve success with multiple, concurrent ServiceNow implementation projects, balancing scope, timeline, and budget constraints
• 7+ years’ experience in a professional services organization with consulting experience
• 2+ years’ experience in ServiceNow consulting
• A bachelor’s degree or equivalent experience
• Very strong communication skills with the ability to set appropriate expectations with the client
• Very strong organizational and analytical skills
• Strong interpersonal skills, client-centric attitude, ability to operate in a culturally diverse environment
• Experience driving complex issues through analysis and resolution
• Comfortable leading workshops for large companies

Responsibilities

• Manage the successful deployment of the solution, acting as the primary client contact for services
• Handle any issues arising, escalating as appropriate
• Provide status reporting to all stakeholders and maintaining high levels of client satisfaction
• Single point of contact and escalation for multiple large and complex client engagements
• Lead project teams throughout the delivery process
• Partner with the Sales team and client to understand the services to be delivered
• Facilitate solution workshops and assist the client with product requirements
• Manage the scope, schedule, budget, risks, issues, changes, resourcing, and other project functions
• Mentor team members to achieve the services objectives
• Identify gaps in solution delivery and propose solutions and escalate as needed
• Identify up sell opportunities and provide details to Sales and Solutioning teams
• Identify areas for and participate in Continuous Improvement activities

Preferred Qualifications

• Agile Scrum experience and Scrum Master certification
• Project Management Professional (PMP) or similar certification
• ITIL Foundations Certification
• ServiceNow certifications in aligned workflow and administration
• Experience managing several concurrent projects is desired (5+)

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
• Healthcare Plan
• 401(k) 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