What You’ll Do

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Customer Success and Engagement:
• Lead end-to-end delivery of large-scale, strategic projects for enterprise clients, ensuring outcomes align with customer goals and expectations.
• Quickly gain proficiency in articulating the value of our product in the context of customers’ strategic plans, ensuring alignment with their long-term objectives.
• Foster trusted relationships with key stakeholders and decision-makers, including C-suite executives, by demonstrating exceptional executive presence and influence.


Project Delivery Excellence:
• Manage Statements of Work (SOWs) from initiation to completion, delivering projects on time, within scope, and within budget while ensuring strong billable utilization.
• Seamlessly handle highly complex escalations, mitigating risks, and ensuring smooth execution and customer satisfaction.


Stakeholder Management and Communication:
• Navigate complex customer organizations, building consensus across diverse teams and maintaining alignment on priorities.
• Act as the primary point of contact for customers, addressing challenges and resolving escalations effectively.
• Communicate progress, challenges, and successes to senior leaders, both internally and externally, with clarity and impact.


Business Growth and Services Sales:
• Collaborate with account teams to identify upsell opportunities and position professional services that drive additional value for clients.
• Partner with sales to structure and negotiate service contracts and SOWs aligned with client needs to drive service revenue


Profitability and Operational Excellence:
• Manage project budgets, forecasts, and financial performance, ensuring profitability and adherence to operational standards.
• Continuously optimize delivery processes to enhance efficiency and client satisfaction.


Travel: Up to 20% travel may be required depending on customer and project needs.

Your Background

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Experience: 
• 7+ years of relevant experience (consulting, client management, professional services, or sales engineering experience) partnering with Enterprise clients.
• Proven success in managing large, complex projects with strategic enterprise customers.
• Demonstrated ability to resolve complex escalations and deliver projects profitably while maintaining high utilization rates.
• Bachelor’s degree required. (Degree  in a STEM field preferred) 
• Ability to effectively support and engage with a diverse group of people. Able to sustain a dynamic discussion with an executive or help an impatient user who is learning about Highspot for the first time. 
• Ability to coach and mentor members of the project team that report up to them throughout the course of an implementation
• Excellent written and verbal communication skills. 
• Able to construct a thoughtful and effective strategy for addressing customer risk and communicating that strategy to internal and external leaders.
• Experience being the bridge between different teams within the customer organization, who often have conflicting perspectives. A working knowledge of operating within the marketing and/or sales team at a large organization is a plus. 
• Familiarity with driving software solutions involving many stakeholders and delivering results on time with high quality.


Skills:
• Exceptional stakeholder management skills with a track record of resolving conflicts and delivering successful outcomes.
• Strong executive presence and ability to engage confidently with senior leadership.
• Experience managing SOWs, ensuring alignment with business objectives and delivering against them profitably.
• Quick proficiency in articulating product value in the context of customers’ strategic goals.
• Analytical mindset with the ability to communicate complex ideas effectively.

This position is available either in-office or remote, as applicable, at the following locations:

• Alberta, Canada - Remote
• British Columbia - Remote
• Ontario - Remote