Client Engagement Manager

TownSuite Municipal Software Inc.; Gander; On-site; CAD 85,000 - 120,000; Full time

Benefits offered by this job

Health, Dental & Life Insurance

Group RRSP

Short Commutes

Family-Owned & Operated

Professional Development

Collaborative Team Environment

Meaningful Work

Job summary

TownSuite Municipal Software Inc. is seeking a Client Engagement Manager to strengthen relationships with municipal clients and ensure the successful delivery of complex software projects and services.

You will bridge clients and internal teams, translating business needs into clear requirements, managing scope, timelines, and commercial commitments, and driving account growth within a collaborative, growth-oriented environment.

Qualifications

• Experience in client engagement, account management, or business analysis.
• Strong relationship-building and interpersonal skills.
• Understanding of software systems and business applications.
• Ability to communicate with both technical teams and non-technical stakeholders.
• Experience gathering requirements and coordinating deliverables.
• Knowledge of project scope, Statements of Work, changes, and commercial agreements.
• Strong analytical, problem-solving, and organizational skills.
• Comfort working with budgets and project hours.
• Clear, direct conversations about project expectations, scope, and timelines.
• Interest in emerging technologies, including AI-assisted tools.

Responsibilities

• Build and maintain strong relationships with assigned municipal clients and act as primary contact for ongoing relationships.
• Translate client business needs into clear requirements and coordinate with TownSuite's technical and implementation teams.
• Manage project scope, change requests, and align expectations with clients and internal stakeholders.
• Monitor project progress, timelines, and deliverables; ensure written approvals are obtained before work proceeds.
• Collaborate with developers, PMs, and QA to understand technical requirements and explain them to clients.
• Identify opportunities for additional TownSuite mERP products and services and support account growth.

Skills

Client engagement

Account management

Business analysis

Enterprise software

SaaS

Communication

Job description

TownSuite 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.

Key Responsibilities:

Client Engagement & Relationship Management:

• 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 TownSuite'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.

Project Scope & Change Management:

• 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 TownSuite'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.

Technical & Business 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.

Scope & Budget Tracking:

• 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 TownSuite mERP® products, services, and solutions that benefit clients, and pass them to sales.
• Support account growth and retention while maintaining strong client relationships.

Collaboration & Continuous Improvement:

• Gather client feedback and communicate opportunities for product and service improvements.
• Use TownSuite's own AI-assisted collaboration systems to track requirements, commitments, decisions, and approvals.
• Maintain visibility into outstanding client requests, action items, and project risks.
• Collaborate across departments to improve communication, accountability, and client experience.
• Help identify opportunities to improve internal processes and overall service delivery.

Qualifications & Experience

We're looking for someone who combines excellent communication and interpersonal skills with technical aptitude, business awareness, and strong organizational abilities.

The ideal candidate will have:

• Experience in client engagement, account management, business analysis, enterprise software, SaaS, or a related field.
• Strong relationship-building, communication, and interpersonal skills.
• A working understanding of software systems, technical processes, and business applications.
• The ability to communicate effectively with both technical teams and non-technical stakeholders.
• Experience gathering requirements, coordinating deliverables, or managing client expectations.
• An understanding of project scope, Statements of Work, change requests, and commercial agreements.
• Strong analytical, problem-solving, and organizational skills.
• Comfort working with budgets and project hours.
• Comfort having clear, direct conversations about project expectations, scope, and timelines.
• The ability to manage multiple priorities and maintain attention to detail.
• An interest in emerging technologies, including AI-assisted business tools.

The following would be considered assets:

• Experience with ERP systems, financial software, or enterprise business applications.
• Experience working with municipal governments or public-sector organizations.
• Familiarity with software development, implementation testing, and deployment processes.
• Experience with business analysis, requirements gathering, or user acceptance testing.
• Previous experience managing client accounts or software implementation engagements.

Approximately 2–5 years of relevant experience is preferred, although candidates with transferable skills and strong technical aptitude are encouraged to apply.

Programming experience is not required. Training on TownSuite mERP® and our internal technologies will be provided.

About TownSuite

TownSuite Municipal Software Inc. is a Canadian-owned, family-run software company headquartered in Gander, Newfoundland and Labrador.

Since 1987, we've been developing innovative software solutions that help municipalities manage their essential day-to-day operations.

Our TownSuite mERP® platform provides integrated solutions for municipal finance, property taxation, utilities, asset management, payroll, human resources, recreation, and other critical municipal functions across Canada.

We're committed to advancing Canadian technological, jurisdictional and operational sovereignty through Canadian-owned software, sovereign cloud infrastructure, and sovereign AI technologies designed to give organizations greater control over their systems and data.

As we continue expanding our technology and AI capabilities, we're looking for talented individuals who want to contribute to our growth and help shape the future of municipal software in Canada.

At TownSuite, you'll be part of an established, collaborative team working with modern technologies while making a meaningful difference in the communities we serve.

What We Offer:

• Health, Dental & Life Insurance: Comprehensive employee benefits.
• Group RRSP: Employer matching contributions to help support your long-term financial goals.
• Short Commutes: Enjoy living and working in Gander, where even during heavy traffic, commutes are typically measured in minutes rather than hours.
• Family-Owned & Operated: Join an established family-run Canadian business that has called Central Newfoundland home since 1987.
• Professional Development: Opportunities to develop your skills in enterprise software, municipal operations, business analysis, and emerging AI technologies.
• Collaborative Team Environment: Work alongside experienced professionals in software development, project management, implementation, QA, and support.
• Meaningful Work: Help municipalities across Canada improve how they deliver essential services to their communities.

Why This Role Matters

Municipal software projects can involve complex business processes, multiple integrated systems, and evolving requirements.

Successful outcomes depend on more than technology. They require clear communication, well-defined expectations, and strong collaboration between clients and the teams delivering their solutions.

As a Client Engagement Manager, you'll play an important role in ensuring that client requirements are understood, changes are properly evaluated, and everyone remains aligned on what needs to be delivered.

You'll help protect the interests of both our clients and TownSuite while building lasting relationships and contributing to the continued success of our TownSuite mERP® platform.

TownSuite Municipal Software Inc. is an equal opportunity employer.