Delivery Manager

Braze•Austin, TX

1d•Hybrid

About The Position

Our Expert Services team is seeking a Delivery Manager to oversee the execution of fixed-length professional services provided in-house. This role is vital to the customer lifecycle, as you will spearhead the implementations of new and existing Braze clients. Working alongside key go-to-market stakeholders including Account Executives, Customer Success Managers, and Technical Architects and more. You will ensure a seamless transition and superior results. Your mission is to grasp each client's unique business needs and direct program delivery to achieve rapid time-to-value and optimal ROI from their Braze investment.

Requirements

Minimum of 3+ years of experience in a customer-facing work environment.
Proven experience in project management and technology implementation.
Demonstrated interest or experience in technical concepts such as SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML etc.).
Highly organized and reliable, ensuring project tracking is always up-to-date.
Self-starter with a continuous improvement mindset, dedicated to designing and refining processes and materials that enhance implementation efficiency and customer experience.
High level of intellectual curiosity and the ability to constantly learn new platform features, industry trends, and client use-cases to better advocate for them.
Excellent analytical, problem diagnosis, and creative problem-solving skills, along with the desire and ability to identify and help implement necessary changes.
Ability to effectively work within a cross-functional team and balance multiple projects simultaneously.
Known for being a good collaborator who can motivate or maintain enthusiasm throughout the implementation engagement.
Ability to manage conflicting priorities and thrive in a fast-paced environment.
Strong listening and verbal communication skills enable you to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails.
Bachelor's degree or equivalent experience in a relevant field.
3+ years in a similar customer-facing role, preferably in implementations or customer success.
Proven experience in technology implementation and project management, with a demonstrated interest or background in technical concepts such as APIs, Marketing Automation, Analytics, SaaS, Mobile, or Programming.
Strong project management skills with the discipline to be highly organized and keep tracking up-to-date.
Excellent communication skills, including strong listening and verbal abilities to deliver clear and concise responses via video calls and emails.
A high level of intellectual curiosity and willingness to learn about technical concepts, constantly learning new platform features and use-cases, paired with excellent analytical and creative problem-solving skills.

Responsibilities

Spearhead the onboarding and implementation of new and existing Braze clients, ensuring projects are executed on time and meet customer expectations.
Project manage a portfolio of customer implementations to successful outcomes, thereby accelerating Time-to-Value and contributing to customer growth and retention.
Manage program delivery and consistently monitor and report on project progress, while addressing any challenges or roadblocks that may arise.
Engage with customer stakeholders—from senior staff to Braze end users—to understand their business and technical goals.
Drive customers to realize fast time-to-value by implementing best practices and strategies.
Help to drive early adoption, setting key performance indicators (KPIs), and success metrics for ROI.
Advocate customer business use-cases to product development.
Conduct training sessions and workshops, delivering engaging enablement training and collaborating with internal technical resources to empower customers to use Braze's platform and powerful features efficiently.
Understand and document customer stakeholder roles and hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after project completion.
Design and continually improve processes and materials that enhance efficiency and customer experience during implementation.
When required, take ownership of some technical workstreams in implementation projects and work directly with the customer's product and engineering stakeholders.
Coordinate effectively with the customer's agencies and third parties to drive desired outcomes.
Act as a bridge between the customer's technical requirements and Braze's internal implementation teams, such as Technical Architects.
Serve as a voice for the customer internally to help shape the platform roadmap based on real-world needs.
Tailor remote sessions to exceed customer expectations.

Benefits

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze
Collaborative, transparent, and fun culture recognized as a Great Place to Work®