Entegral Associate Customer Delivery Manager - Remote

Enterprise Holdings•Madison, WI

17d•Remote

About The Position

The Associate Customer Delivery Manager (ACDM) provides product and technical guidance to customers implementing and integrating SaaS solutions supporting the insurance replacement and automotive repair markets. The ACDM is responsible for all aspects of Delivery from discovery to onboarding and includes consultation, project management, integration, testing, and training. As a customer-facing self-starter, experience in critical thinking, project management, UI and API product implementation this role plays a critical role in ensuring Entegral is the best in class SaaS organization.

Requirements

Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
Must be minimum 18 years of age
Bachelor's degree or Technical/Vocational Degree
2+ years of customer delivery/ customer software integration experience in the SaaS sector including the following:
Managing multiple small to medium API Customer Integrations
Identifying implementation success factors, configuring and testing API Integrations and UI products
Implementing and testing system integrations between multiple internal and external environments and products
Capturing and sharing key integration decisions and insights
Controlling project scope, quality, & timeline
Manage customer onboarding, user implementation, and post-launch monitoring
2+ experience working hands-on with development teams and product managers in an Agile framework
Experience with Google Suite, MS Office Products
Experience working with JIRA, Confluence, LucidChart, and other enterprise collaboration tools
2+ years experience managing Alpha/Beta/General Availability enterprise SaaS customer product offerings
Must be able to work 8:00am - 5:00pm CT
Must be located in one of the following locations: IL, MO or WI
Must live within a 50 mile radius of Madison, WI

Nice To Haves

Strong communication skills, both written and verbal
Strong organizational skills and ability to multitask
Ability to work cross-collaboratively with cross-functional teams in a matrix environment
Proven ability to manage complex team dynamics
Skills at receiving & acting on constructive criticism
Ability to thrive in adaptable environments

Responsibilities

Manage multiple medium deliveries and assists with medium to large complex global SaaS API integrations and UI implementations to completion ensuring customer relationship success, working with multiple resources and managing project teams effectively
Creates and manages work plans to deliver contractually defined implementations in the Statement of Work; define and communicate tasks and milestones to track work effectively and communicate openly with internal and external stakeholders at all levels to ensure project status is visible and accessible
Serve as the primary escalation point for owned small/medium projects regarding implementation and product delivery issues and risks; practice effective risk management and change management processes to minimize exposure, working with senior management to implement solutions
Coordinate and/or execute the completion of software setup configuration with project resources, ensuring deliverables and configurations are on time, within budget and meet quality standards
Coordinate and facilitate customer user acceptance testing and product training with customer stakeholders and users
Manage software launch activities with the customer, Product, IT and Contact Center for small/medium deliveries and assist with coordination for large or complex deliveries
Conduct interim and post-project reviews; assess the need for an recommend improvements for future projects; champion new processes and methodologies within the Customer Success, Customer Delivery team and throughout the global enterprise