Customer Delivery & Implementation Manager

Job description

Join our team as Customer Delivery & Implementation Manager to lead the successful implementation and delivery of GRAVTY® for enterprise customers across Mexico and North America !! About LJI Loyalty Juggernaut (LJI) is a leading B2B SaaS company redefining how enterprises drive customer engagement and loyalty. Our flagship platform, GRAVTY®, enables global brands to transform loyalty programs into measurable, revenue-generating growth engines. Built as an AI-first, next-generation solution, GRAVTY® empowers organizations to deliver highly personalized, real-time experiences at scale—helping them increase customer lifetime value and deepen brand relationships. Headquartered in Palo Alto, California, LJI partners with leading enterprises across 16 major industries including airlines, retail, hospitality, financial services and telecommunications powering some of the most innovative loyalty ecosystems worldwide. Our Global Impact: 400+ Million members connected through our platform. 100+ Global Brands trust us to drive loyalty and brand devotion. 3-Time Winner of “Best Technology Innovation in Loyalty”. Global recognitions for Excellence in Loyalty Management under numerous categories. Recognized as a ‘Strong performer’ in The Forrester Wave™ Loyalty Platforms, Q4 2025. Explore more about us at Role Overview: We are looking for a Customer Delivery & Implementation Manager to lead the successful implementation and delivery of GRAVTY® for enterprise customers. In this role, you will drive seamless product deployments, ensure exceptional implementation and support standards, and collaborate with global cross-functional teams to deliver outstanding customer outcomes. You will serve as a trusted partner to our enterprise clients, translating business requirements into effective product solutions while ensuring timely, high-quality implementations. In addition, you will contribute to the continuous enhancement of the LJI knowledge base by creating best practices, documentation, and process improvements that enable scalable and efficient customer delivery. This is an excellent opportunity for professionals who enjoy working at the intersection of technology, customer success, and project delivery in a fast-paced, global SaaS environment. What you will OWN: Implementation & Quality Assurance: Write and validate GRAVTY® Implementation Blueprints, ensuring they are delivered with superior quality and zero follow-ups required. Lead the team in conducting high-quality Business Analysis and producing world-class documentation. R3 Agile Project Management: Own the R3 Agile process for assigned accounts: Daily Standups, Sprint Planning, and Retrospectives. Ensure weekly and monthly status reports are shared promptly and provide structured, simplified updates to senior leadership. Client Management & Support Excellence: Maintain an impeccable SLA compliance record, ensuring tickets have a response within 2 working days. Proactively identify client pain points and lead the execution of resolution plans to ensure high client satisfaction (NPS). Minimize client escalations by maintaining clear, detailed, and frequent communication. Process Optimization & Innovation: Act as a Change Agent by documenting and institutionalizing Client Delivery processes that improves team productivity. Contribute to LJI’s reputation by publishing thought-leading blogs, white papers and product innovation stories. Coordinate with the Technology Team, serving as the first line of defense for technical queries. NRR Expansion Keep your eyes and ears open for any cross-sell and up-sell opportunities and expand NRR. CD/PMO Process Training New joiners' training needs to be orchestrated for Delivery/PMO Processes. An Ideal candidate Bachelor’s degree in Information Technology or related; relevant certifications are a plus. "Architect of Execution" who thrives at the intersection of team development and technical delivery. Possess an unflinching commitment to quality, ensuring deliverable, blueprint document, configuration, and client interaction meet the "world-class" standard. Process-obsessed, viewing every implementation as an opportunity to refine the LJI delivery engine. Mastery of work ethics and punctuality; CAMERAS-ON; driving team certification scores and ensuring 100% SLA compliance for support tickets. Ensuring clarity of requirements; ability to produce and review high-quality GRAVTY® Implementation Blueprints. Expertise in R3 Delivery/PMO Process (Standups, Backlog Grooming, Sprint Planning) and aligning tasks beforehand to prevent mid-sprint exceptions. Driving the creation of organizational assets (Client case studies, release notes, help text, training videos) and high-impact white papers based on industry research. Client Relationship Health - Managing client sentiments (NPS); identifying pain points proactively and executing courses of action to resolve them before they escalate. First-Time Resolution - Focused on efficient, professional closure of queries; zero "dropped balls" that require client follow-ups. Proficiency in web development (APIs, Frontend, Backend, Devops, etc) High Ownership Quotient. Hands-on mentor who doesn’t just manage tasks but actively grooms the next generation of Delivery team GRAVTY® Technical Mentorship - Ability to coach the team to articulate the "what, why, and how" of features; ensuring the team can configure requirements and conduct BA single-handedly. Why join us? Work with leading global enterprises , global brands and large-scale loyalty programs. Collaborative and innovative work environment. Exposure to cutting-edge loyalty technology. Strong growth and learning opportunities within a rapidly expanding organization.