Verndale is a digital experience agency dedicated to driving growth by helping businesses create meaningful human connections in an increasingly digital world. With offices in Boston, Montreal, Los Angeles, Quito, and hubs across the Americas, we partner with marketing and technology leaders to deliver personalized web, mobile, and ecommerce solutions that elevate customer experiences.

At Verndale, we thrive on collaboration and innovation, offering a full range of services that span strategy, design, development, personalization, SEO, analytics, and digital advertising. We celebrate diversity and inclusion, striving to create a climate of respect essential for both individual and company success.

If you're ready to be part of a passionate team dedicated to making an impact and driving growth, we invite you to explore a career at Verndale.

About the role The Engagement Manager is a trusted partner to the client: accountable for the overall health, relationship, and strategic growth of a portfolio of accounts, from initial sale close-won handoff through delivery, renewal, and expansion. The EM connects client strategy, delivery execution, and commercial outcomes, leading with relationship and business acumen rather than technical depth. Day-to-day tactical execution is owned by the Project Manager and delivery project team(s), with whom the EM partners closely.

Responsibilities

Serve as the executive-level point of contact for client stakeholders; maintain robust sponsor and VP/C-level relationships where appropriate

Set and protect the overall account strategy: how delivery success ladders up to renewal, expansion, and reference potential

Own steering committee meetings end-to-end: set the agenda, frame the narrative,



and run the room

Lead other critical client meetings, alongside the executive sponsor as needed

Proactively measure client satisfaction and address relationship friction before it escalates

Own overall account health across all projects in the portfolio; lead a structured governance cadence (e.g. monthly/quarterly business reviews)

Ensure delivery stays aligned to client business objectives, not just project plans

Escalate and drive structured recovery plans on at-risk accounts, partnering with the PM and delivery team

Report account health up to portfolio and practice leadership

Own SOW health and change order conversations once the PM flags scope drift at the working level

Monitor margin and commercial performance at the account level; partner with Finance/PMO on financial health reporting

Serve as the post-sale relational owner of the account, keeping the relationship warm between active engagements

Identify renewal and expansion opportunities within existing accounts

Serve as the first point of contact when something threatens the relationship, not just the timeline

Decide when and how to escalation internally or externally

Lead escalation calls where trust, scope, or commercial terms are at risk (the PM still explains delivery detail)





Work with Sales and practice leadership to align delivery performance with account strategy, renewals, and expansion

Coordinate with Finance and delivery leadership for visibility into portfolio financial performance and forecast accuracy

Bring in Practice Leads, Architects, or Solution Consultants as needed for complex conversations, without owning that technical depth directly

Mentor and guide team members to strengthen client engagement skills and a client-centric approach

Contribute to internal practice-building, delivery standards, and enablement efforts as the role and practice mature

While the EM's primary focus is post-sale, the role also plays a limited but valuable part in pre-sales, helping build client relationships early and ensuring a smoother transition into delivery.

Partner with Sales and Practice Leaders during strategic pursuits, bringing a delivery and client-relationship perspective into the sales process

Participate in discovery sessions and executive conversations to help clients define business outcomes, not technical requirements

Help shape solutions that are realistic to deliver and build client confidence before an engagement begins

Lead the transition from sales to delivery, preserving relationship continuity and business context

Qualifications

5+ years in a client-facing relationship, account management, or engagement leadership role within consulting, technology, or professional services

Working knowledge of the Salesforce ecosystem and platform (clouds, common implementation patterns, partner landscape), enough to speak credibly with clients and internal delivery teams, without needing deep technical/architect-level depth

Prove

📌 Salesforce Engagement Manager (Montreal)
🏢 Verndale
📍 Montreal