SUMO

Delivery Manager / Customer Success Manager

SUMO

Remote job description

Looking for a challenge? We're a fast-paced Salesforce ISV looking for a highly experienced Delivery Manager to build and grow our Implementation team. If you've built an Implementation or Service Delivery Team focused on Salesforce.com expertise before and are looking to be a part of a small but rapidly growing high-performance team, we want to hear from you.

This role is responsible for ensuring the successful implementation of our portfolio of Salesforce + SUMO Scheduler projects, which are typically 3-6+ month projects including discovery, design, build, uat, and go-live. The Delivery Manager will assist in building and managing a team of onshore project managers and offshore technical resources, will refine and oversee that processes and policies are adhered to, and ultimately that our portfolio of projects are delivered successfully on-time, to-spec, and on-budget.

Responsibilities:

(1) Engagement Management

  • Manage relationships with customer executive sponsors across the entire project portfolio.
  • Manage internal project resource assignment, utilization, and performance.
  • Set deadlines, assign responsibilities, and monitor progress of SUMO Scheduler implementations.
  • Oversee and take responsibility for the successful completion and timeliness of engagement delivery.
  • Ensure timely delivery of committed services while ensuring a high level of customer satisfaction.
  • Prepare progress reports regarding the status of engagements, risks & proposed resolutions, and utilization.
  • Collaborate with the engineering and development team to set up or configure our platform as per customer requirements and troubleshoot technical issues raised by customers.
  • Quarterbacking experiences by various cross functional teams at SUMO on behalf of the customer

(2) Internal Operations

  • Establish and maintain service delivery best practices
  • Understand business drivers for professional services engagements
  • Research and analyze internal financial metrics
  • Contribute to the strategy and vision of the company

(3) Implementation & Business Process Consulting

  • Define and map business processes, acting as a facilitator and advisor to Clients
  • Translate business requirements to solution design and implementation roadmap.
  • Deliver Salesforce/SUMO Scheduler consulting, customization, implementation, and integration to Clients.
  • Research new technologies and stay abreast of new products and services
  • Serve as a subject matter expert on Salesforce technology
  • Assist the business in understanding the effort, risk, and effect of making changes to a Salesforce instance

(4) Account & Relationship Management

  • Create and maintain strategic relationships within Salesforce, Salesforce partners, and other technology and services ecosystem partners.
  • Create Statements of Work and/or related scoping and contractual documents.
  • Manage client expectations and maintain communication.
  • Convert professional services to managed service customers.
  • Drive repeat professional services business with existing clients.
  • Achieve and maintain industry recognized corporate and individual certifications
  • Become a thought leader and visible member of the technology sectors to whom we provide services

(5) Support Management

  • Collaborate with Support Team Lead and provide management oversight over Support Team
  • Oversee daily activities of the team to guarantee that all work is completed timely with attention to detail to meet quality standards and goals
  • Collaborate with Sales and Product Team in managing escalated issues towards resolution.
  • Develop procedures and policies to increase the quality and efficiency of support to customers

Key Skills & Competencies:

  • Deep understanding of Sales, Service, and Support processes in mid-size and enterprise businesses.
  • Previous implementation and consulting experience is strongly preferred or management of technology delivery teams.
  • Experience creating implementation and business process documents and SOWs.
  • Strong engagement management and organizational skills.
  • Excellent client management skills, strong written and verbal communications, and executive-level presence.
  • Super high customer success mentality, with a consultative approach. Giving our customers a hands-on, get it done approach, which leads to rapid success is our everyday aim.
  • Strong attention to detail with the ability to be highly responsive.
  • Ability to work autonomously as well as collaboratively and guide internal team members.
  • Ability to display sound judgement and accomplish goals.

Qualifications:

  • Bachelor's or Master's degree in a related field.
  • At least 3 years as a Customer Success or Service Delivery Manager of a technology consulting or software company.
  • At least 6+ years of experience in a professional or implementation role with at least 2 years of hands-on consulting experience.
Company DescriptionSUMO Scheduler offers a highly-customizable SaaS solution that automates appointment scheduling for large organizations. Its cutting-edge technology has saved significant time and money for Fortune 500 companies by streamlining their inefficient scheduling process.

Headquartered in Atlanta, Georgia with a regional office in New Delhi, India and presence in Minsk, Belarus, SUMO Scheduler thrives in a fast paced, dynamic environment where everyone on the team is committed to the success and growth of the company. Our culture is highly entrepreneurial and everyone values collaboration, hard work, and having a fun and friendly work environment.

SUMO Scheduler is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We believe strongly that technology companies benefit from diversity and encourage applicants from underrepresented backgrounds to apply. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Summary
SUMO
Delivery Manager / Customer Success Manager

Tags: business

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