iCert Global

Senior Director, Engagement Lead

iCert Global

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $203,000 - $290,000 per year

Job Level

Senior

About the role

  • Own overall customer engagement success for the duration of the consulting engagement.
  • Serve as the primary executive contact and accountable program leader for assigned customers, leading overall delivery, governance, and quality assurance for the Icertis suite of products across one or more accounts.​
  • Manage scope, timelines, and outcomes across multiple parallel implementations, ensuring alignment to client priorities and Icertis best practices.​
  • Lead enterprise CLM delivery across multiple customers.
  • Oversee end-to-end AI-first delivery of Icertis products to large and complex, multi-stakeholder enterprises.
  • Ensure effective integration planning and execution with upstream and downstream systems such as SAP, Salesforce, and other key enterprise applications connected to CLM.​
  • Engage and consult with personas across the customer leadership in Legal, Contract Management, Procurement, Sales, IT, and Business functions to set expectations on product capabilities and roadmap.
  • Drive consultative and prescriptive engagements on how the customer intends to leverage Icertis, calling out risks and managing them with customer engagement.
  • Lead steering committees and governance forums, clearly communicating risks, tradeoffs, mitigation plans, and progress toward business outcomes.
  • Use practical experience with Gen AI to help define and shape AI use case deployment across customers.
  • Advise customers on the opportunities and guardrails of Gen-AI enabled enterprise apps and design adoption plans that cater to both the product capabilities and the customer AI-readiness.
  • Provide structured feedback to Product and Engineering on product behavior in real-time and collaborate on opportunities to deliver improvements or workarounds, if needed.
  • Partner with PreSales/Solution Advisory in software opportunities to validate solution scope, implementation approach, and delivery risks. Accountable for carrying over that context into Professional Services for day-one readiness.​
  • Leverage working knowledge of buy-side and sell-side contract management to guide solution approaches that align with legal standards, playbooks, and operational realities.
  • Bring a mindset of constant learning and help drive opportunities for constant improvement in AI-led delivery practices, striving to deliver a world-class consulting experience for our customers.

Requirements

  • 12–18 years of experience delivering enterprise SaaS or large transformation programs at mid to large-enterprise customers, ideally in HLS, BFSI, TMT, and/or CGRT.​
  • Background or direct partnership with Professional Services for an enterprise SaaS company or in a large global systems integrator, with responsibility for leading complex, multi-workstream programs.​
  • Proven track record as an engagement/program lead managing executive stakeholders, multidisciplinary teams, and dependencies across multiple concurrent client programs.​
  • Working knowledge of enterprise contract management processes and experience working with various business groups and personas.
  • Practical, hands-on experience using GenAI enabled tools (e.g., copilots inside productivity suites, AI augmented document analysis, or similar) and understanding how Gen AI enhances SaaS applications in real practice.​
  • Ability to learn and articulate both the strengths and guardrails of GenAI enabled enterprise apps and to guide mid to senior business and IT stakeholders on applicable AI use cases for CLM across business functions.
  • Strong command of customer engagement: facilitation, expectation management, risk management, issue resolution, and executive communication.​
  • Excellent communication, storytelling, and relationship building skills; comfortable presenting to VP/C-level audiences and leading steering committees.​
  • Bachelor’s degree in Business, Information Systems, Engineering, or a related field; advanced degree is a plus.​
  • Experience specifically with CLM platforms (Icertis preferred) or adjacent systems used by Legal and Contract Management.​
  • Exposure to delivering or governing AI-powered features within enterprise SaaS products (e.g., copilots, document intelligence, recommendation engines).​
  • Familiarity with SAP, Salesforce, and other common enterprise platforms that integrate with CLM.​
  • Experience in global delivery models, working with offshore teams across time zones.
Benefits
  • Robust medical, dental, vision, and mental health benefits.
  • Employee Assistance Program (EAP).
  • Equity (RSUs) and shared ownership in the company.
  • Generous 401(k) match.
  • Flexible work environment.
  • Paid maternity and paternity leave.
  • Generous holiday and PTO program.
  • CaaS (Coaching as a Service).
  • Annual personal development allowance.
  • 7 Days for Humanity – seven paid volunteer days annually.
  • Global and regional DEIB steering committees and employee resource groups (ERGs).
  • Global DEIB training programs and guest speakers throughout the year.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
enterprise SaaScontract managementGenAIAI-enabled toolsAI use casesdelivery governancequality assuranceintegration planningrisk managementstakeholder management
Soft skills
customer engagementcommunicationstorytellingrelationship buildingexpectation managementissue resolutionfacilitationleadershipconsultative engagementconstant improvement mindset
Certifications
Bachelor’s degreeadvanced degree