Service Delivery Manager

Our mission is to help customers grow by driving value, delivering world-class support, challenging the status quo and creating solutions for business needs and outcomes. We create long-term partnerships with our customers that are built on trust. We’ve got a talented team of One-Time Services experts dedicated to help customers get the most value out of Braze. We succeed by making others successful – providing a great customer experience, and we support each other along the way. To achieve this goal, we’re looking for a passionate Service Delivery Manager.

WHAT YOU’LL DO

As a Service Delivery Manager for our One-Time Services team, you will own the critical early phase of the customer lifecycle, onboarding Braze’s new clients. You will be responsible for rapidly understanding each client’s business requirements and driving them to realise a fast time-to-value from their investment in Braze as efficiently as possible. Working alongside Customer Success Managers and Solutions Architects you’ll project manage delivery of many onboardings against both CRM and technical requirements to achieve key client milestones efficiently as possible.

This is an opportunity to bring your extensive experience as a consultant, implementation expert, project manager, business analyst or client success professional along with a high level of curiosity and focus.

CORE RESPONSIBILITIES

• Project manage a portfolio of customer onboardings to successful outcomes, accelerating Time to Value
• Maintain and manage internal stakeholders in support of fostering a cohesive and compelling customer experience
• Engage with customer stakeholders to quickly understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
• Effectively deliver engaging enablement training and workshops on both strategic and technical topics
• Take ownership of technical workstreams in onboarding projects and work directly with client side product and engineering stakeholders
• Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
• Help drive early adoption, setting KPIs and success metrics for ROI
• Advocate customer business use-cases to product development
• Understand and document client scope, integration approaches and stakeholder roles & hierarchy to ensure successful transitions to the Customer Success Manager team after onboarding
• Contribute to the design and improvement of processes and materials that enhance efficiency and customer experience during onboarding
• Where required, coordinate effectively with client agencies and third parties to drive desired outcomes

WHO YOU ARE

• 2+ years experience in a client-facing work environment
• Experience with project management and technology implementation
• Have a high level of intellectual curiosity and the ability to constantly learn
• Excellent analytical, problem diagnosis and creative problem-solving skills with the desire and ability to identify, and help implement changes
• Strong listening and verbal communication skills: you will need to to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails
• Ability to manage conflicting priorities and thrive in a fast-paced environment
• You’re known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
• You have demonstrated interest/experience in one or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).

WHAT YOU CAN EXPECT

A great culture that delivers excellent benefits, and where openness, curiosity, collaboration and career growth are encouraged and supported. You will also have the opportunity to work, daily, with Braze’s clients, many of whom are the most innovative and exciting global brands in the world.