Delivery Manager
About the role
The Expert Services team at Braze is seeking a Delivery Manager to oversee the execution of fixed-length professional services provided in-house. This role is crucial to the customer lifecycle, as you will spearhead the implementations of new and existing Braze clients.
Responsibilities
Program Ownership and Management: Project manage a portfolio of customer implementations to successful outcomes, accelerating Time-to-Value, growing and retaining customers. Consistently monitor and report on project progress, while proactively addressing any challenges or roadblocks to ensure projects are executed on time and meet customer expectations.
Customer Enablement: Collaborate with internal technical resources to empower and train customers to use Braze's platform and powerful features as efficiently as possible. This includes participating in technical training, such as the Decisioning Studio Technical Enablement, to remain proficient in advanced platform capabilities.
Relationship Building: Engage with customer stakeholders to understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users. Document customer stakeholder roles and hierarchy within detailed accounts to facilitate a seamless transition to the Customer Success Manager team post-implementation.
Technical Leadership: When needed, take ownership of some technical workstreams in implementation projects and work directly with customer's product and engineering stakeholders. Act as a bridge between the customer's technical requirements and Braze's internal implementation teams, such as Technical Architects.
External Coordination: Coordinate effectively with customer's agencies and third parties to drive desired outcomes. Ensure all external partners are aligned with the customer's strategic goals and the Braze implementation timeline.
Value Realization: Help drive early adoption, setting KPIs and success metrics for ROI. Implement best practices and strategies that lead customers to realize fast time-to-value from their investment.
Product Advocacy: Advocate customer business use-cases to product development. Serve as a voice for the customer internally to help shape the platform roadmap based on real-world needs.
Continuous Improvement: Design and continually improve processes and materials that enhance efficiency and customer experience during implementation. Effectively deliver engaging enablement training and workshops, tailoring remote sessions to exceed customer expectations.
Qualifications
Education: Bachelor's degree or equivalent experience in a relevant field.
Experience: 2-5 years in a similar customer-facing role, preferably in implementations or customer success. This includes proven experience in technology implementation and project management, with a demonstrated interest or background in technical concepts such as APIs, Marketing Automation, Analytics, SaaS, Mobile, or Programming.
Skills: Strong project management skills with the discipline to be highly organized and keep tracking up-to-date. Excellent communication skills, including strong listening and verbal abilities to deliver clear and concise responses via video calls and emails. A high level of intellectual curiosity and willingness to learn about technical concepts, constantly learning new platform features and use-cases, paired with excellent analytical and creative problem-solving skills.