Customer Delivery Manager
The Customer Delivery Manager is responsible for overseeing customer onboarding and ensuring the successful deployment of our solutions after the sale. This role focuses on helping customers maximize the value of our products while delivering an exceptional experience. You will manage the entire onboarding journey, working closely with internal teams and guiding clients through data collection, implementation, and ongoing solution delivery.
You will play a vital role in shaping the customer journey, ensuring a smooth transition from Sales to post-sale delivery, and driving customer retention and satisfaction. Success in this position requires strong organizational skills, attention to detail, and the ability to nurture productive customer relationships. You will also act as the primary liaison between the company and our customers.
Key Responsibilities
Onboarding & Project Coordination
* Ownership of Delivery: Oversee all post-sale activities, including onboarding and implementation, to ensure customer satisfaction and the successful rollout of solutions. Responsibilities may vary based on business priorities and product lines.
* Customized Project Planning: Create and execute detailed project roadmaps tailored to individual customer needs, ensuring milestones are achieved and expectations are met.
* Team Collaboration: Coordinate with internal teams, such as Data Services and Sustainability Reporting, to align on timelines, deliverables, and objectives.
* Data Collection Support: Guide customers through the process of gathering necessary data, ensuring all required information is submitted on time and prepared for implementation.
* Customer Engagement: Act as the main point of contact for customers during onboarding and delivery, providing updates, addressing issues, and ensuring progress remains on track.
Service Execution & Teamwork
* Collaborative Problem-Solving: Partner with cross-functional teams to ensure service delivery meets customer expectations, holding regular check-ins to monitor progress.
* Seamless Handoffs: Work with the Sales team to capture all relevant customer requirements, ensuring smooth handoffs and clear scoping of solutions pre- and post-sale.
Customer Experience & Risk Mitigation
* Customer Success: Deliver a smooth onboarding experience by managing processes effectively, resolving challenges quickly, and fostering strong relationships.
* Proactive Risk Management: Identify potential risks during implementation and work with the Account Management team to resolve them efficiently.
* Customer Training: Deliver tailored training sessions to equip customers with the knowledge and tools needed to make full use of our solutions.
Data Management & Reporting
* Data Quality Assurance: Ensure all customer data collected during onboarding is accurate and complete. Collaborate with internal teams to maintain high standards and provide customers with regular updates.
* Documentation & Insights: Maintain detailed documentation of customer interactions, project milestones, and outcomes. Share reports with internal stakeholders as required.
Process Optimization & Continuous Improvement
* Process Enhancements: Continuously refine onboarding and implementation workflows, providing feedback to improve service delivery.
* Customer Playbook Development: Maintain and update a comprehensive customer playbook to track progress and key implementation milestones.
Qualifications
Education
* Bachelor’s degree in Business, Project Management, Sustainability, or a related field.
Experience
* 5+ years in project management, customer delivery, or customer success roles, preferably in a SaaS or technology-driven environment.
* MUST HAVE EXPERIENCE IN COMMERCIAL REAL ESTATE (SaaS ideally)
* Proven success managing complex customer projects, delivering on-time and within scope.
* Familiarity with ESG reporting frameworks, sustainability practices, or commercial real estate is preferred. A working knowledge of sustainability reporting frameworks must be gained within the first 30 days.
Skills
* Exceptional organizational and project management abilities, capable of handling multiple customer projects simultaneously.
* Outstanding communication and interpersonal skills, adept at fostering relationships with customers and internal stakeholders.
* Strong problem-solving mindset, with a keen eye for detail and a customer-first approach.
* Proficiency with tools such as Jira (project management) and Salesforce (CRM).