Location: East Coast Timezone only!
Our client is seeking a Customer Delivery Manager to oversee the onboarding process and drive the successful deployment of solutions post-sale, ensuring our clients achieve maximum value and an outstanding experience. This role will lead the onboarding journey, coordinating internal teams and supporting customers through data collection, implementation, and solution adoption.
You will play a pivotal role in maintaining a smooth customer experience, beginning with the handoff from Sales through to project completion, supporting strong client retention. Success in this role requires excellent project management, strong attention to detail, and the ability to manage customer relationships effectively.
Key Responsibilities:
Onboarding & Project Management:
- Manage all post-sales activities associated with onboarding and solution rollout, ensuring high client satisfaction.
- Create customized project plans tailored to each client’s needs, ensuring key milestones are achieved.
- Coordinate across internal departments, including Data and Reporting teams, to meet project timelines and customer expectations.
- Guide customers through the data intake process, ensuring timely collection of required information in collaboration with data teams.
- Act as the primary customer liaison during onboarding and delivery, providing regular updates and proactive communication.
Service Delivery & Collaboration:
- Facilitate alignment across internal teams to deliver a seamless service experience.
- Collaborate closely with Sales to ensure a complete understanding of customer goals and provide pre- and post-sales support as needed.
- Lead internal and external meetings to track progress and align stakeholders.
Customer Experience & Risk Management:
- Drive customer satisfaction by delivering an efficient, high-quality onboarding experience and resolving issues quickly.
- Identify and address risks early, coordinating with account managers to ensure client needs are met.
- Conduct tailored training sessions to ensure clients can effectively use the solutions post-launch.
Data & Reporting:
- Ensure high-quality, complete customer data is collected and maintained.
- Document project progress thoroughly and produce regular reports for internal and external stakeholders.
Ongoing Support & Process Improvement:
- Recommend improvements to the onboarding and delivery processes based on client feedback and internal collaboration.
- Maintain a project playbook to track the status, key milestones, and critical notes for each client.
Education & Experience:
- Bachelor’s degree in Business, Sustainability, Project Management, or a related field preferred.
- 5+ years’ experience in customer delivery, customer success, or project management, preferably in a SaaS or technology environment.
- Proven track record managing complex customer rollouts on time and within budget.
- Experience with ESG reporting, sustainability initiatives, and commercial real estate is a must!
- Familiarity with sustainability reporting frameworks (expected within 30 days of starting).
Skills & Attributes:
- Strong organizational and project management skills; able to manage multiple clients at once.
- Exceptional communication and interpersonal skills, able to foster relationships across diverse teams and clients.
- Detail-oriented, highly accountable, and proactive in identifying and solving problems.
- Proficient with tools such as Jira, Salesforce, and other CRM/project management systems.
- Self-motivated, eager to learn, and thrives in a fast-paced environment.
- Willingness to travel for client meetings and project support as needed.
