Delivery Manager

Responsibilities

We are looking for an experienced Delivery Manager to join our Professional Services team. This role is integral to managing projects that guide our customers on automation best practices, architectural patterns, and governance processes, and to helping them scale their automation practice through initial and expansion services engagements.

Workato Delivery Managers are essential to the growth of our SaaS business and play an integral role in helping organizations leverage and adopt our platform enterprise-wide. As a Delivery Manager, you will have ownership of our customers' implementation journey from post-sales through go-live, while building trusted customer relationships, including C-level executives.  The primary goal of the Delivery Manager is to help customers generate significant business value from their Workato investment. In doing so, you will be responsible for earning the right to be a trusted advisor by understanding and managing our customers throughout their project lifecycle and driving adoption.

In this role, you will also be responsible for:

Project Execution & Delivery

Independently develop, manage, and execute project plans based on statements of work, ensuring alignment with customer business goals

Lead project-level engagements

Ensure successful project closure, aligning customer stakeholders and internal account teams on next steps

Proactively identify and assist in closing expansion opportunities in services and software

Financial & Resource Management

Manage project budgets up to $500k, ensuring projects remain within scope and budget

Monitor budgets closely and prepare change orders as needed

Oversee 5+ project resources across internal, partner, and customer teams (including onshore, nearshore, and offshore resources)

Anticipate resource availability issues, proactively creating backup plans

Identify and mitigate resource skill gaps, if applicable

Agile Project Management

Drive project timelines, prioritizing client need and adapting plans without oversight

Independently assess technical and non-technical risks, create mitigation plans, and communicate risks effectively up to the director/VP level

Proactively engage cross-functional teams (product & engineering, support, etc.) to address risks before they escalate

Stakeholder Communication & Reporting

Deliver crisp, error-free weekly status reports to both internal and customer stakeholders

Lead status calls, ensuring alignment and next steps are clearly documented

Maintain rigorous PSA data hygiene, ensuring project data is up to date with minimal variance

Achieve high CSAT scores through excellent project execution and customer engagement

Thought Leadership & Industry Expertise

Evangelize Workato’s GEARS Framework and delivery methodology, coaching customers to become champions of their own automation strategy

Articulate Workato’s differentiation in the iPaaS space, comparing key product features to competitors

Team Development & Continuous Improvement

Contribute 1+ assets per quarter to enhance delivery methodology

Collaborate closely with pre-sales, sales, and customer success teams to drive customer success and business expansion

Requirements

Qualifications / Experience / Technical Skills

5+ years of project management experience with a proven track record of success

5+ years delivering professional services for a strategic consulting firm, large-scale system integrator, or professional services unit within a software company

Experience managing 2-3 project resources and project budgets up to $500k USD

Experience with common project management methodologies, including Agile Scrum and Waterfall.  Actively working on one (1) agile delivery methodology (SPC preferred, CSM, PSM, SAFE Agile, etc.) certification.

Experience in commercial business accounts, with 1-3 enterprise accounts preferred

Demonstrated ability to develop and maintain director/VP-level relationships

Proven ability to develop and maintain C-level relationships, establishing trust as a strategic advisor

Demonstrated ability to grow accounts (ARR) and expansion services

Track record of working cross-functionally within an organization to align on internal account strategy, serving as a key multiplier for business growth

iPaaS or integration experience preferred, with the ability to articulate common functional & non-functional requirements to various stakeholders

Soft Skills / Personal Characteristics

Ability to thrive in a fast-paced, high-growth and unpredictable environment

Demonstrate high energy and have strong project management experience, including:

Project scoping & planning

Risk & change management

Status reporting

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(REQ ID: 2919)

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