Customer Delivery Manager

Key Responsibilities

• Lead and manage software delivery programs for customers, ensuring solutions are delivered on time, within scope, and to the highest quality standards.
• Develop detailed delivery plans, including timelines, milestones, integration checkpoints, and resource allocation.
• Monitor delivery progress, identify risks, and implement mitigation strategies to ensure successful customer deployments.
• Manage product and software transitions from engineering to customer deployment, ensuring smooth handoffs and minimal disruption.

Customer Integration & Onboarding

• Serve as the primary point of contact for customers during software integration and deployment phases.
• Work closely with customers to understand their existing systems and infrastructure, developing integration strategies that meet their specific requirements.
• Facilitate onboarding of new software releases, ensuring customers are fully prepared for deployment and ongoing operations.

Customer Success & Adoption

• Drive customer success by proactively engaging customers on best practices for software utilization and feature adoption.
• Develop and deliver enablement materials, training, and guidance to support the adoption of new software releases and features.
• Gather and analyze customer feedback to identify opportunities for improvement and inform future software development priorities.
• Monitor customer health and satisfaction, addressing concerns and escalating issues as needed to ensure long-term customer success.

Stakeholder Coordination

• Collaborate with cross-functional teams including engineering, product management, QA, sales, and customer support to align on customer delivery objectives and priorities.
• Communicate delivery status, risks, and customer insights regularly to senior management and internal stakeholders.

Development Oversight

• Oversee the software delivery lifecycle from initial planning through deployment and post-launch support.
• Ensure adherence to best practices and industry standards in software delivery, particularly within the CATV and broadband industry.
• Ensure adherence to contractual terms (e.g. SLA, SOW).

Process Improvement

• Evaluate and enhance existing delivery and customer onboarding processes to improve efficiency, scalability, and customer satisfaction.
• Implement Agile/Scrum methodologies where applicable to streamline delivery workflows.

Quality Assurance

• Work closely with QA teams to ensure software solutions meet customer requirements and quality standards prior to delivery.
• Identify and address integration defects and performance issues in collaboration with engineering teams.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field; Master’s degree preferred.
• 5–15 years of experience in program management, customer delivery, or customer success roles.
• Experience in the telco or cable industry required.
• Proven track record of managing complex software delivery programs and driving successful customer outcomes.
• Strong knowledge of cable TV technologies, including HFC networks, firmware, DOCSIS, and related systems a plus.
• Experience with Agile/Scrum methodologies and project management tools (e.g., JIRA, Trello, Asana).
• Demonstrated ability to engage effectively with customers, build strong relationships, and drive software adoption and best practices.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
• Strong problem-solving skills and the ability to make data-driven decisions.
• PMP, Scrum Master, or similar project management certification is a plus.