Delivery Excellence Manager- East or Central

Glean

3d • Remote

About The Position

Glean is looking for a Delivery Excellence Manager (DEM) who will lead and orchestrate successful implementations and long-term customer engagements, making our customers wildly successful. You will be responsible for ensuring efficient technical deployment, delivering proactive strategic guidance, and building then delivering against joint success plans. DEMs collaborate closely with Account Executives, AI Outcomes Managers, Solution Architects, Support and R&D on scoped engagements.

Requirements

• 3+ years of experience in technical deployment, implementation management, or technical account management of SaaS products.
• Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices.
• Must hold one of the following certifications: AWS Certified Cloud Practitioner, Microsoft Certified Azure Fundamentals, or Google Cloud Digital Leader
• Excellent analytical and problem-solving skills, with a focus on troubleshooting technical issues as well as building consensus around outcomes and success measures.
• Strong organizational, project management, and communication abilities.
• Proven experience serving enterprise clients in both strategic, consultative and tactical, hands-on roles.
• Experience with process documentation, playbooks, and continuous improvement initiatives.
• Solutions-oriented mindset; trusted advisor with capability to own escalations.
• Capable of handling ambiguity and thriving in a fast-paced environment.

Responsibilities

• Help our customers achieve real business outcomes through the use of AI
• Serve as the primary lead on new customer deployments including hands on guidance for the setup of SSO and connectors
• Own the end-to-end delivery from kickoff to go-live thru renewal, ensuring clarity on expectations for all stakeholders timeline, andServices budget. Overall program management.
• Create and execute on joint success plans that drive additional adoption, deepen engagement, and result in measurable business value.
• Develop, communicate, and execute tailored project plans; facilitate cross-functional collaboration across delivery, operations, and technical teams.
• Provide a blend of technical guidance and strategic partnership, acting as escalation manager when necessary.
• Monitor and report on deployment progress, customer adoption, and satisfaction metrics.
• Proactively identify risks or blockers and drive resolution—escalating internally when appropriate.
• Guide and document improvements for onboarding processes, playbooks, and best practices.
• Contribute to continuous process and product improvements by providing actionable feedback and participating in internal initiatives

Benefits

• We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals.
• When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing.
• We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed