Client Engagement Manager

Town Suite Municipal Software Inc., a Canadian-owned leader in sovereign municipal software, is seeking a Client Engagement Manager to strengthen relationships with our municipal clients and help ensure the successful delivery of complex software projects and services.

In this role, you'll serve as a key connection between our clients and internal teams, helping align business requirements, technical solutions, project expectations, and commercial commitments.

You'll work closely with project managers, implementation specialists, software developers, QA, support, and sales teams to ensure client needs are clearly understood, changes are appropriately managed, and commitments are fulfilled.

The position combines client relationship management, technical understanding, and business analysis, supporting a range of municipal client engagements.

We're looking for someone who enjoys working with people, understands technology and business processes, and can confidently navigate discussions involving technical requirements, project scope, and timelines.

• Build and maintain strong relationships with assigned municipal clients.
• Serve as a primary point of contact for assigned clients and ongoing client relationships.
• Understand clients' business operations, requirements, challenges, and long-term objectives.
• Coordinate communication between clients and Town Suite's technical, implementation, and other internal teams.
• Proactively identify and address client concerns, changing requirements, and potential challenges.
• Support client satisfaction, retention, and long-term account growth.

• Work with clients and internal teams to understand and clarify project requirements and Statements of Work (SOWs).
• Identify changes to agreed project scope and coordinate the appropriate change request process.
• Prepare and present change requests through Town Suite's change-control process.
• Ensure clients understand the technical, financial, and operational implications of requested changes.
• Coordinate the development of clear requirements, deliverables, and user acceptance criteria.
• Confirm written client approval is in place before additional work proceeds.
• Help prevent scope creep, misunderstandings, and unauthorized work through proactive communication and coordination.

• Collaborate with software developers, implementation specialists, and project managers to understand technical requirements and challenges.
• Translate technical information into clear, understandable explanations for clients.
• Help clients understand how software changes can affect other functionality, integrations, testing, and delivery timelines.
• Coordinate discussions involving software functionality, business processes, system integrations, and implementation requirements.
• Support the alignment of client expectations with technical capabilities and project commitments.

• Monitor revenue key performance indicators for assigned client engagements.
• Identify commercial risks, potential revenue leakage, and opportunities to improve account performance.
• Coordinate change requests for approval.
• Identify opportunities for additional Town Suite mERP® products, services, and solutions that benefit clients, and pass them to sales.
• Support account growth and retention while maintaining strong client relationships.

• Gather client feedback and communicate opportunities for product and service improvements.
• Use Town Suite's own AI-assisted collaboration systems to track requirements, commitments, decisions, and approvals.
• Maintain visibility into outstanding client requests, action items, and…