Principal Engagement Manager

This is a fully remote position, open to applicants in Canada, +1 more state.

📋 Description

• Take full responsibility for the end-to-end execution of Clariti's most intricate and high-profile projects, which encompass governance, timelines, budgets, milestones, and success criteria.

• Coordinate large, cross-functional teams spanning Implementation, Delivery Architecture, Technical Account Management, Product, and Engineering.

• Enhance repeatable delivery frameworks, retrospectives, customer feedback mechanisms, and sustainable processes.

• Proactively identify risks and crises, implement contingency plans, and manage scope alterations with a high degree of autonomy.

• Counsel senior client stakeholders, such as mayors, CIOs, department directors, and agency heads.

• Lead executive steering committees and check-ins, linking project advancement to governmental outcomes.

• Navigate stakeholder agendas, objections, conflicting motivations, and complex disputes.

• Advocate for data-driven delivery metrics, storytelling, quality assurance, and ongoing improvement.

• Devise resource models for the delivery team, frameworks for delegation, performance rhythms, and organizational structures.

• Strategically plan and allocate resources across multiple concurrent projects while maintaining a balance between utilization, team wellbeing, and delivery excellence.

• Create city personas, engagement playbooks, scalable frameworks, and organizational knowledge bases.

• Integrate customer insights into Clariti's product roadmap and market strategy.

• Mentor Principal ICs, Lead ICs, and Engagement Managers; assist in the recruitment and hiring of delivery talent.

• Provide executive-level reports on engagement performance, risks, and strategic developments to Professional Services leadership and the COO.

• Participate in strategic planning and pinpoint new business opportunities.

⛳️ Requirements

• 12+ years of experience in leading and delivering enterprise-level or governmental transformation initiatives in SaaS, professional services, or civic technology.

• Demonstrated success in managing complex, high-risk, multi-stakeholder programs from start to finish, including recovery from dissatisfied clients or unsuccessful implementations.

• Recognized thought leader in delivery methodology, client engagement, or public sector implementation.

• Experience in designing and managing organizational delivery frameworks and feedback mechanisms.

• Strong business and financial acumen, encompassing budget forecasting, cost tracking, margin analysis, variance reporting, and resource allocation.

• Capacity to engage executive audiences, adapt presentations, manage challenging Q&A sessions, and deliver impromptu presentations.

• Expertise in project management and agile methodologies applied to large-scale transformations.

• Proficient in data literacy, including establishing baselines, defining success metrics, assessing project health, and conveying data-driven narratives.

• Skilled in organizational change and managing ambiguity.

• Familiarity with public sector or civic technology projects is highly preferred.

• Willingness to travel within the United States and Canada approximately 30-40% of the time.

• Experience with Salesforce-based platforms, GovTech/civic technology ecosystems, permitting/licensing workflows, SI partner relationships, Prosci/ADKAR, AI tools, or AI-assisted delivery models is advantageous.

• Candidates must pass thorough background checks.

🏝️ Benefits

• Competitive compensation packages

• Well-deserved time off

• Benefits to ensure you and your family remain healthy

• Occasional travel for in-person company-wide or departmental meetings, typically 1-2 times per year

• Inclusive culture

• Accommodations and support during the hiring process