Delivery Manager

Responsibilities

• Manage projects that guide customers on automation best practices, architectural patterns, and governance processes.
• Help customers scale their automation practice through initial and expansion services engagements.
• Own the customers' implementation journey from post-sales through go-live, building trusted customer relationships, including C-level executives.
• 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.
• Manage project budgets up to $500k, ensuring projects remain within scope and budget.
• 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.
• Drive project timelines, prioritizing client needs 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.
• 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.
• 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.
• 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 / 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.
• IaaS or integration experience preferred, with the ability to articulate common functional & non-functional requirements to various stakeholders.