Engagement Lead

Engagement Lead Department: Practice Management Employment Type: Full Time Location: Canada - Remote (0002) Reporting To: Rob Sparrowhawk Compensation: $113,475 - $153,525 / year Description This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely in Canda or USA. The Engagement Lead plays a critical role in supporting, strengthening and scaling Acterys' delivery-partner ecosystem. This role owns the project governance and customer health of a portfolio of internal and partner-led implementations ensuring strong alignment and support across partners, customers, and internal teams throughout the entire implementation lifecycle. As an individual contributor, the Engagement Lead provides hands-on delivery guidance, oversight of internal & partner implementation health, manage escalations, enable both new and established partners, and drive maturity through implementation methodology and governance practices. 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 Base salary range 113,475 - 153,525 CAD *Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.