Join to apply for the Customer Delivery Manager role at Tranzaura
Department: Customer Success / Delivery
Reports to: COO
Job Description
Tranzaura is a fast-growing SaaS company specializing in innovative fleet management systems. We empower businesses with cutting-edge technology, and our Customer Delivery team ensures seamless onboarding, adoption, and long-term success for our clients.
Overview
As a Customer Delivery Manager, you will own the end-to-end delivery of our SaaS solutions, ensuring customers achieve value rapidly and consistently. You’ll bridge the gap between Sales, Product, and Engineering, managing implementations, mitigating risks, and fostering strong stakeholder relationships. This role is critical to our reputation for excellence and customer retention.
Key Responsibilities
* Customer Implementation & Project Management
* Lead end-to-end SaaS implementations, ensuring on-time, on-budget, and on-scope delivery.
* Manage multiple concurrent customer deployments, prioritizing based on impact and complexity.
* Define and optimize onboarding workflows, including data migration, integrations, and user training.
* Proactively identify and mitigate risks, escalating issues to internal teams when needed.
* Stakeholder & Cross-Functional Leadership
* Serve as the primary point of contact for customers during implementation, building trust and managing expectations.
* Collaborate with Sales, Product, and Engineering to align deliverables with customer requirements.
* Advocate for customer needs internally, providing actionable feedback to improve product and processes.
* Adoption & Success Enablement
* Drive customer adoption by delivering tailored training and best practices.
* Establish and monitor KPIs (e.g., time-to-value, adoption rates) to measure delivery success.
* Develop reusable assets (playbooks, documentation) to scale delivery efficiency.
* Tools & Process Excellence
* Leverage project management tools (Jira, Asana, Monday.com) to track progress and communicate updates.
* Utilize CRM platforms (Salesforce, HubSpot) to document customer interactions and outcomes.
* Continuously refine delivery methodologies, incorporating Agile or Lean principles where applicable.
Required Skills & Experience
* 5+ years in SaaS customer delivery, implementation, or technical project management.
* Strong familiarity with project management frameworks (Agile, Waterfall, Hybrid) and tools (e.g., Jira).
* Exceptional stakeholder management skills, with the ability to navigate enterprise-level customer dynamics.
* Analytical mindset with experience defining and tracking success metrics (KPIs, CSAT, NPS).
* Technical aptitude to collaborate with Engineering teams (understanding of APIs, cloud platforms, etc.).
Nice-to-Have
* Certifications like PMP, PRINCE2, or Scrum Master.
* Experience in fleet management, telematics, or logistics SaaS.
* Knowledge of change management methodologies.
Why Join Us?
* Impact: Own the customer journey for high-profile clients in a scaling SaaS business.
* Growth: Access to professional development and career progression opportunities.
* Culture: Collaborative, innovative, and customer-obsessed team environment.
* Benefits: Competitive salary, performance bonuses, and flexible work options.
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