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Department: Customer Success / Delivery
Reports to: COO
Job Summary: As a Customer Delivery Manager, you will be responsible for ensuring the successful delivery of SaaS solutions to customers, managing the implementation process, and fostering strong relationships with key stakeholders. You will work cross-functionally with product, sales, and customer care teams to ensure seamless onboarding, adoption, and long-term customer success.
Key Responsibilities:
• Lead the end-to-end customer delivery process, ensuring projects are delivered on time and within scope.
• Manage multiple customer implementations, ensuring alignment with customer requirements and expectations.
• Serve as the primary point of contact for customers throughout the delivery lifecycle.
• Develop and maintain strong relationships with key customer stakeholders.
• Coordinate with internal teams (Product, Development, Customer Care) to ensure smooth service delivery.
• Define and optimise the customer onboarding and implementation process.
• Identify potential risks and proactively mitigate issues that could impact customer satisfaction.
• Drive adoption and engagement by providing training, best practices, and ongoing support.
• Establish KPIs and metrics to measure delivery success and improve customer experience.
• Act as a customer advocate, providing feedback to product and engineering teams for continuous improvement.
Qualifications & Experience:
• Bachelor's degree in business, IT, or a related field (or equivalent experience).
• 5+ years of experience in customer delivery, project management, or customer success within a SaaS or technology-driven environment.
• Strong understanding of SaaS implementation processes, including data migration, integrations, and user training.
• Experience working with project management tools (e.g., Jira, Trello, Monday.com, Asana).
• Strong communication and stakeholder management skills.
• Ability to manage multiple projects and deadlines effectively.
• Experience in change management and driving customer adoption of SaaS solutions.
• Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.
• PMP, PRINCE2, or Agile certification is a plus.
• Customer-focused mindset with a proactive problem-solving approach.
• Strong analytical and strategic thinking abilities.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Competitive salary and performance-based incentives.
• Professional development opportunities.
• Career progression opportunities in a growing SaaS company
• Collaborative and innovative work culture.
Join our team and play a key role in delivering exceptional SaaS solutions to our customers!
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Project Management and Information Technology
* Industries
IT System Custom Software Development
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