Engagement Lead

Vena Solutions•Canada, Canada

3d•CA$113,475 - CA$153,525•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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