The Delivery Success Manager (DSM) is responsible for ensuring the quality and successful delivery of services by our extended network of service partners. The DSM will act as a central point of contact and advocate service delivery excellence, working closely with customers, partners and internal teams to identify and resolve roadblocks, implement and reinforce best practices, and drive continuous improvement in partner-led engagements. This role requires a strong blend of partner management, service delivery expertise, project management skills, and a proactive approach to ensuring customer success through our partner ecosystem.
Responsibilities:
Engagement & Governance:
Establish and maintain strong, collaborative relationships with partner delivery resources.
Facilitate regular communication and governance meetings with partners to review project status, address issues, and align on delivery standards.
Ensure partner adherence to established service delivery frameworks, methodologies, and quality standards.
Delivery Oversight & Quality Assurance:
Monitor the progress and quality of partner-delivered services through regular reviews and customer feedback.
Identify potential risks and proactively work with delivery resources to develop and implement mitigation strategies.
Collaborate with partner delivery resources on the resolution of delivery-related escalations and ensure timely and effective communication.
Work with a continuous improvement mindset with the ability to identify and implement process enhancements to optimize partner delivery.
Act as a customer advocate, ensuring expectations are managed and satisfaction is maintained throughout the service lifecycle.
Roadblock Removal & Issue Resolution:
Act as an advocate for partners within the internal organization, helping to remove internal roadblocks that may impede successful delivery.
Collaborate with internal product, engineering, and support teams to address partner-identified issues and ensure timely resolution. Flag trends with Partner Success Manager to address issues affecting all partners.
Facilitate joint problem-solving sessions with partners and internal teams to identify root causes and implement corrective actions.
Qualifications:
3+ years of experience in managing and overseeing the delivery of technical services or implementation projects through external partners.
Strong understanding of SaaS implementation methodologies and best practices.
Excellent communication, interpersonal, and presentation skills.
Proven ability to build strong relationships and influence stakeholders at all levels.
Strong analytical and problem-solving skills with a data-driven approach.
Experience with project management tools and methodologies.
Bachelor's degree or equivalent experience.
Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
Consideration for privacy and security obligations
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Deep understanding of SaaS implementation methodologies, best practices, and service delivery frameworks (e.g., ITIL).
Ability to define and monitor key service delivery metrics (KPIs).
Experience in quality assurance processes and methodologies.
Project & Program Management:
Strong organizational and project management skills to oversee multiple partner engagements simultaneously.
Ability to review project plans, identify risks, and implement mitigation strategies.
Proficiency in project management tools and methodologies.
Exceptional ability to build and maintain strong, collaborative relationships with diverse partner organizations.
Skilled in negotiation, conflict resolution, and influencing without direct authority.
Problem-Solving & Analytical Skills:
Excellent analytical and problem-solving abilities to assist partners and customers in identifying root causes of delivery issues and recommend effective solutions.
Data-driven approach to decision-making and performance improvement.
Ability to interpret complex information and present it clearly.
Communication & Interpersonal Skills:
Outstanding written and verbal communication skills, including the ability to present to executive audiences.
Strong facilitation and collaboration skills to work effectively across cross functional teams.
Active listening and empathy to understand partner and customer challenges.
Technical Aptitude:
Solid understanding of the SaaS platform and its underlying technology.
Ability to understand technical complexities and translate them into business implications.
Comfortable working with technical teams and understanding integration points.
Risk Management & Mitigation:
Ability to identify potential risks in partner delivery and develop proactive mitigation plans.
Experience in managing and escalating critical issues effectively.
Process Improvement:
A continuous improvement mindset with the ability to identify and implement process enhancements to optimize partner delivery.
Experience in developing and documenting processes and guidelines.
