Customer Delivery Manager

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Delivery Manager based in United States.** This is a customer-facing role focused on helping organizations solve business and technical challenges while maximizing the value of enterprise technology solutions. You will act as a trusted advisor and product/technical subject matter expert, connecting customer needs with practical, technology-driven solutions. The role combines customer relationship management, solution design, process improvement, and cross-functional delivery. You will lead initiatives that improve adoption, resolve operational challenges, and support measurable business outcomes. Working closely with Product, Engineering, Support, Professional Services, and Customer Relationship teams, you will coordinate solutions across multiple stakeholders. The position offers an opportunity to influence customer experience, identify growth opportunities, and continuously improve how solutions are delivered. This is a fully remote U.S. opportunity with occasional travel and a strong emphasis on collaboration, innovation, and customer impact. ### Accountabilities: - Serve as the primary operational contact and trusted advisor for assigned customers, building strong relationships while supporting successful delivery, adoption, and ongoing value realization. - Apply product expertise and industry best practices to help customers optimize business processes, address operational challenges, and achieve desired business outcomes. - Lead and coordinate cross-functional customer initiatives by partnering with Product, Engineering, Support, Professional Services, and Customer Relationship teams to develop solutions and resolve business or technical issues. - Identify small to moderately complex business challenges, shape appropriate solutions, and help redesign or re-engineer critical processes when needed to improve customer adoption and user experience. - Proactively manage customer health, service performance, risks, escalations, and continuous improvement opportunities. - Manage customer projects and strategic growth initiatives by developing solution recommendations, facilitating customer reviews, and identifying opportunities for increased product adoption and additional services. - Communicate effectively with customers and internal stakeholders through presentations, facilitated discussions, executive updates, and ongoing issue management. - Influence outcomes without direct authority by coordinating diverse teams, maintaining alignment, and ensuring customer priorities are translated into actionable solutions. ### Requirements - Bachelor’s degree in Business, Computer Science, a related field, or equivalent professional experience, with at least 1 year of experience in product management, solutions, technical customer support, or a comparable environment. - Expertise with Output, eCare, IM, and Payment Manager-related products is required. - Experience managing customer relationships within a SaaS, technology, telecommunications, or managed services environment. - Demonstrated ability to lead customer-facing initiatives and translate business needs into successful technology-driven outcomes. - Strong understanding of issue management, customer escalations, risk mitigation, customer success methodologies, project management principles, and change management concepts. - Excellent presentation, facilitation, written, verbal, and executive communication skills, with the ability to explain complex topics clearly to different audiences. - Strong organizational and time-management skills, with the ability to manage multiple customer priorities, maintain attention to detail, and consistently meet deadlines. - Ability to influence without direct authority and collaborate effectively across cross-functional teams. - Proficiency with Microsoft Office applications and other common business productivity tools. - Professional fluency in English and the ability to work effectively in a remote environment. - Willingness to travel to customer or site locations up to 10% of the time when required. ### Benefits - **Salary:** $50,822.79–$81,314.77 per year, with actual compensation determined by factors such as geographic location and experience. - **Bonus:** Eligibility for a bonus opportunity in addition to base compensation. - **Remote work:** Fully remote position within the United States, with occasional travel to customer or site locations. - **Career development:** Opportunities to build expertise across SaaS, technology, customer delivery, solution design, and business transformation. - **Customer impact:** Direct ownership of customer outcomes, adoption, service performance, and strategic improvement initiatives. - **Collaborative environment:** Cross-functional exposure to Product, Engineering, Support, Professional Services, and Customer Relationship teams. - **Growth opportunities:** Exposure to complex customer challenges and opportunities to develop leadership, consulting, communication, and solution-oriented skills. - **Inclusive culture:** A workplace focused on integrity, innovation, impact, trust, and respect for diverse perspectives.