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Engagement Lead

May 26, 2026

<h1>Engagement Lead</h1><p><strong>Department: </strong>Practice Management</p><p><strong>Employment Type: </strong>Full Time</p><p><strong>Location: </strong>Canada - Remote (0002)</p><p><strong>Reporting To: </strong>Rob Sparrowhawk</p><p><strong>Compensation: </strong>$113,475 - $153,525 / year</p><br><br><h3>Description</h3><div> <strong>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.<br></strong><br>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. <br><br> </div><div>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. <br><br> </div><br><br><h3>How You'll Make an Impact</h3><ul> <li>Oversee a portfolio of internal and partner-led implementations, monitoring project health, risks, and delivery milestones across all engagements </li> <li>Establish and enforce project governance frameworks, escalation paths, and delivery standards across the partner ecosystem </li> <li>Contribute to the development of PMO processes, playbooks, and delivery tooling, and onboarding to scale partner delivery quality as the business grows </li> <li>Serve as the primary point of accountability for customer health throughout the implementation lifecycle, proactively identifying and resolving risks before they impact customers </li> <li>Be an escalation point for customers and partners during complex or at-risk engagements </li> <li>Partner closely with channel and partner managers to evaluate partner delivery capability and drive continuous improvement across the ecosystem </li> <li>Define and track portfolio KPIs including CSAT, time to value, milestone attainment, customer adoption and project margin to surface trends and drive accountability </li> <li>Collaborate cross-functionally with Sales, Account Management, Product, and Support to ensure a seamless customer journey from contract to go-live </li> <li>Facilitate scope conversations with Partners, translating delivery requirements into clearly documented agreements that align customer expectations with commercial commitments </li> <li>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 </li> <li>Travel to client site and/ or headquarters based in Toronto </li> </ul><br><br><h3>We'd Love to See</h3><ul> <li>5+ years of experience in project or program management, professional services, or engagement management with SaaS implementation experience </li> <li>PMP certification or equivalent formal project management credentials </li> <li>Demonstrated experience managing or overseeing partner-led delivery motions in a SaaS environment </li> <li>Deep understanding of SaaS implementation lifecycles including discovery, configuration, data migration, UAT, and go-live </li> <li>Exceptional stakeholder management skills, comfortable operating at both executive and working levels with partners and customers </li> <li>Strong analytical mindset with the ability to synthesize portfolio-level data into actionable insights and executive-ready reporting </li> <li> <strong>Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies</strong> </li> </ul><div> <strong>Base salary range 113,475 - 153,525 CAD<br></strong><br> </div><div><em>*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.</em></div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...