Lead Service Delivery Manager at Bloomreach

About the Role:

As our products continue to evolve and our customer-base grows, we are seeking a hands-on, experienced Lead Service Delivery Manager who can deliver best-in-class project and resource management services to our largest customers. This role sits within Bloomreach’s Professional Services team.

The Lead Service Delivery Manager will be leading our largest customers through their first post-sales interactions at Bloomreach and their deployment of our platform. The role will require significant collaboration with customers and internal teams to ensure successful onboarding and quick value demonstration and product adoption. They will work with our Sales, Product, Engineering, and Customer Success teams to ensure engagements are current and pertinent. They will need to be hands-on with our customers, managing them through the implementation process and managing any risks, dependencies, and contingency planning needed to ensure timely and high quality deployments. A strong planning, customer orientation, exceptional collaboration skills, and a technical background are key elements for success in this role. 

What you’ll do:

• Manage external projects, including customer launches on our platform and personalization product line as well as any onboarding services projects including data migration, tool development, or customer feature development
• Create and own project plan including schedule, milestones, dependencies, and critical path for our implementation projects
• Manage the implementation projects, being accountable for deliverables, content, and achievements against objectives and results
• Manage multiple projects and multiple project resources within defined schedules
• Manage and motivate project resources to ensure efficiency and effectiveness while meeting project objectives (scope and timeline)
• Manage scope to original requirements and as scope expands to meet the timelines required by our customers and within their IT budgets
• Facilitate customer meetings and articulate business requirements and functional specification clearly and succinctly
• Work closely with business sponsors, stakeholders, customers, and technical deployment teams as needed to ensure well-defined implementation strategies and project plans
• Provide frequent status reports and communication at Bloomreach and with customers on project status and updates including scope, timeline, risks, dependencies, and contingency planning
• Create and use models to forecast and plan resource allocation and capacity
• Perform technical implementation tasks, such as customer configuration updates. Ability to perform minor technical work when needed
• Advise and define changes in usage of our platform to gain more efficiency
• Interact with Sales, Engineering, Product Development, and Technical Services to ensure continuity between the organization against implementation scope and services
• Participate in pre-sales activities for documentation of client requirements and timelines and creating statements of work.
• Be a trusted advisor for customers and partners
• Be customer-obsessed, able to work in fast-paced technology-driven company and skilled at applying structure to an unstructured environment
• Define engagements success metrics & measure impact on customer success

Requirements:

• 7+ years of relevant experience as a project/program manager required
• BA/BS degree, technical or business related field required
• Proven ability to define and document customer gap analysis, requirements, and develop a detailed solution
• Strong presentation, written and verbal communication skills for various audiences (technical, managers, executives)
• Experience with project management processes and methodologies
• Experience in a customer-facing role
• Track record of success building positive working relationships with both external and internal teams
• Demonstrate strong leadership skills including: negotiating, influencing, communication, and problem solving
• Ability to own problems and to find solutions with minimal direction
• Ecommerce experience is preferred

The base salary range for this position is $115,000-$145,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

• Health care including medical, dental, and vision insurance
• 401k plan with employer contribution

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