Engagement Lead

How You'll Make an Impact

• Oversee a portfolio of internal and partner-led implementations, monitoring project health, risks, and delivery milestones across all engagements 
• Establish and enforce project governance frameworks, escalation paths, and delivery standards across the partner ecosystem 
• Contribute to the development of PMO processes, playbooks, and delivery tooling, and onboarding to scale partner delivery quality as the business grows 
• Serve as the primary point of accountability for customer health throughout the implementation lifecycle, proactively identifying and resolving risks before they impact customers 
• Be an escalation point for customers and partners during complex or at-risk engagements 
• Partner closely with channel and partner managers to evaluate partner delivery capability and drive continuous improvement across the ecosystem 
• Define and track portfolio KPIs including CSAT, time to value, milestone attainment, customer adoption and project margin to surface trends and drive accountability 
• Collaborate cross-functionally with Sales, Account Management, Product, and Support to ensure a seamless customer journey from contract to go-live 
• Facilitate scope conversations with Partners, translating delivery requirements into clearly documented agreements that align customer expectations with commercial commitments 
• Draft and manage commercial documentation including Statements of Work (SOWs) and Change Requests (CRs), ensuring accuracy, consistency with agreed scope and alignment with company commercial standards 
• Travel to client site and/ or headquarters based in Toronto  

We'd Love to See

• 5+ years of experience in project or program management, professional services, or engagement management with SaaS implementation experience 
• PMP certification or equivalent formal project management credentials 
• Demonstrated experience managing or overseeing partner-led delivery motions in a SaaS environment 
• Deep understanding of SaaS implementation lifecycles including discovery, configuration, data migration, UAT, and go-live 
• Exceptional stakeholder management skills, comfortable operating at both executive and working levels with partners and customers 
• Strong analytical mindset with the ability to synthesize portfolio-level data into actionable insights and executive-ready reporting 
• Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies