Senior Delivery Manager
Our mission is to help customers grow by driving value, delivering world-class support, challenging the status quo and creating solutions for business needs and outcomes. We create long-term partnerships with our customers that are built on trust. We’ve got a talented team of Expert Services experts dedicated to help customers get the most value out of Braze. We succeed by making others successful – providing a great customer experience, and we support each other along the way. To achieve this goal, we’re looking for a passionate Delivery Manager.
WHAT YOU’LL DO
As a Senior Delivery Manager for our Expert Services team, you will own the critical early phase of the customer lifecycle, onboarding Braze’s new clients. You will be responsible for rapidly understanding each client’s business requirements and driving them to realise a fast time-to-value from their investment in Braze as efficiently as possible. Working alongside Customer Success Managers and Solutions Architects you’ll project manage delivery of many onboardings against both CRM and technical requirements to achieve key client milestones efficiently as possible.
This is an opportunity to bring your extensive experience as a consultant, implementation expert, project manager, business analyst or client success professional along with a high level of curiosity and focus.
CORE RESPONSIBILITIES:
Project manage a portfolio of customer onboardings to successful outcomes, accelerating Time to Value
Maintain and manage internal stakeholders in support of fostering a cohesive and compelling customer experience
Engage with customer stakeholders to quickly understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
Effectively deliver engaging enablement training and workshops on both strategic and technical topics
Take ownership of technical workstreams in onboarding projects and work directly with client side product and engineering stakeholders
Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
Help drive early adoption, setting KPIs and success metrics for ROI
Advocate customer business use-cases to product development
Understand and document client scope, integration approaches and stakeholder roles & hierarchy to ensure successful transitions to the Customer Success Manager team after onboarding
Contribute to the design and improvement of processes and materials that enhance efficiency and customer experience during onboarding
Where required, coordinate effectively with client agencies and third parties to drive desired outcomes
WHO YOU ARE
5+ years experience in a client-facing work environment
Experience with project management and preferably technical implementation
Have a high level of intellectual curiosity and the ability to constantly learn
Excellent analytical, problem diagnosis and creative problem-solving skills with the desire and ability to identify, and help implement changes
Strong listening and verbal communication skills: you will need to to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails
Ability to manage conflicting priorities and thrive in a fast-paced environment
You’re known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
You have demonstrated interest/experience in one or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).