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Crossfuze Engagement Manager in Boston, Massachusetts

The Engagement Manager (EM) oversees scope, schedule, and budget to meet the defined solution for clients using the Crossfuze practice methodology. The EM will collaborate with the client’s project team ensuring governance is followed to gain team member support for the project, including risk and issue mitigation. The EM is also responsible for assembling and leading the resources on the project making sure they understand the planned tasks, tracking actual progress, and managing changes.

Position Responsibilities:

  • Single point of contact for client engagements

  • Lead the project team throughout delivery process

  • Apply expertise in the delivery methodology to promote client success

  • Partner with the Sales team and client to understand the services to be delivered

  • Manage the scope, schedule, budget, risks, issues, changes, resourcing, and other project functions

  • Mentor team members to achieve the services objectives

  • Identify gaps in solution delivery and propose solutions and escalate as needed

  • Managing multiple projects at the same time (5+)

  • Identify areas for and participate in Continuous Improvement activities


  • A bachelor’s degree or equivalent experience

  • 5+ years’ experience in a professional services organization and consulting experience is preferred

  • Experience working on ServiceNow projects, 3 years preferred

  • Project Management Professional (PMP) or similar certification is preferred

  • Agile Scrum experience and Scrum Master certification is preferred

  • Effective communication skills with the ability to set appropriate expectations with the client

  • Strong interpersonal skills, client-centric attitude, ability to operate in a culturally diverse environment

  • Experience driving complex issues through analysis and resolution

  • Demonstrated ability to lead teams and achieve success with ServiceNow implementation projects, balancing scope, timeline, and budget constraints

  • ServiceNow certifications in aligned workflow desired

  • Experience managing several concurrent external client projects desired

  • ITIL V3 or V4 Foundations Certification is preferred


  • The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages, so you are free to use the afternoon for what you need. Email cleanup, a trip to the zoo with the kids, it’s up to you!

  • Flexible remote work options

  • Additional PTO day for mental health

  • Competitive paid time off

  • Half-day Fridays

  • Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.

  • Paid maternity and paternity leave for biological birth and adoption

  • Newborn, adoption and fertility assistance

  • Competitive training & development programs

  • Healthcare Plan

  • 401(k) with employer match

  • 10 days toward bereavement leave

Equal Employment Opportunity:

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.