indeed
Senior Engagement Manager
Fulfil.IO Inc.
Toronto, CAN
Full Time
Senior
Hybrid
2 days ago
Project ManagementERP ImplementationSupply Chain KnowledgeE commerce OperationsStakeholder ManagementRisk Management
Free
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Project ManagementERP ImplementationSupply Chain Knowledge
About the Role
Fulfil.IO seeks a Senior Engagement Manager to own ERP implementations end-to-end, directing specialist teams and managing customer relationships. The role requires 5+ years leading implementations in complex B2B SaaS, with ERP or supply chain experience preferred.
Key Skills for This Role
Project ManagementERP ImplementationSupply Chain KnowledgeE commerce OperationsStakeholder ManagementRisk Management
Responsibilities
- Set the timeline and forecast launch date that go into the contract, and stand behind them.
- Align with executives on direction, build a mutual success plan, and stand up every workstream the project needs.
- Keep the project plan reflecting reality, not wishful thinking; name deviations early.
- Set and run the merchant call cadence with the right frequency and the right people.
- Hold scope; exercise good judgment on when to say no and when to run a change request.
- Manage third party and partner escalations on commercial and timeline grounds.
- Own cross pod readiness: internal UAT, merchant data validation sign off, dry run readiness assessment, and merchant's dry run sign off.
- Own the cutover plan and launch readiness check, and make the final go live call on evidence.
- Assign and direct the Implementation Consultant, and sequence configuration, migration, integration, and finance teams.
- Be the owner that merchants and internal teams rely on for clarity and direction from start to completion.
- Define exit criteria for post launch support and hand the relationship to Merchant Success.
Requirements
- 5+ years leading implementations or delivery in complex B2B SaaS, owning outcomes across several concurrent projects (ERP or Supply Chain experience preferred)
- Ability to hold a single plan across parallel technical workstreams and keep them sequenced
- Strong systems thinker who understands how order, inventory, fulfillment, and accounting workflows connect
- Trusted communicator who can lead a merchant, challenge assumptions, and deliver hard news directly and early
- High ownership, low ego, comfortable being the most accountable person in the room when a project goes sideways
Full Job Posting
About the Role
- We're hiring a Senior Engagement Manager to own the outcome of Fulfil's ERP implementations end to end.
- You are the single accountable owner for each project you run.
- You direct a field based Implementation Consultant and specialist teams toward one plan.
What You’ll Do
- Own the plan and the outcome: set timeline, align with executives, keep plan reflecting reality.
- Run governance and cadence: set merchant call cadence, hold scope, manage escalations.
- Drive readiness and the go live decision: own cross pod readiness, cutover plan, launch readiness check.
- Orchestrate the specialist teams: assign Implementation Consultant, sequence teams.
- Own the relationship and the transition: be the owner merchants rely on, define exit criteria.
Who You Are
- 5+ years leading implementations or delivery in complex B2B SaaS, owning outcomes across several concurrent projects (ERP or Supply Chain experience preferred).
- Can hold a single plan across parallel technical workstreams.
- Strong systems thinker who understands order, inventory, fulfillment, and accounting workflows.
- Trusted communicator who can lead a merchant, challenge assumptions, and deliver hard news.
- High ownership, low ego, comfortable being the most accountable person.
Bonus Points If You
- Have delivered ERP or WMS implementations before.
- Know e commerce operations well (order management, inventory, fulfillment, EDI, 3PL).
- Bring structured project rigor without falling into a project management only mindset.
About Fulfil
- Fulfil is the modern ERP for commerce, built to power the fastest growing eCommerce brands.
- Trusted by brands like HexClad, Ridge Wallet, Caraway, and Resident.
- Bootstrapped, profitable, and growing steadily.
What It's Really Like to Work at Fulfil
- High intensity work with real consequences; most weeks are 45 to 55 hours; peak seasons hit 60+.
- Real autonomy over execution; ownership of problems that matter.
- Unlimited PTO; regular and direct feedback in public Slack channels.
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