Delivery Excellence Manager

Summary

Join Glean as a Delivery Excellence Manager (DEM) and lead successful implementations and long-term customer engagements. You will ensure efficient technical deployment, provide strategic guidance, and build joint success plans. Collaborate with various teams, including Account Executives, AI Outcomes Managers, and Solution Architects. Help customers achieve business outcomes through AI, manage deployments, and create project plans. Monitor progress, identify risks, and improve onboarding processes. This remote East Coast role requires 1-3 years of experience in technical deployment or account management of SaaS products.

Requirements

• 1-3 years of experience in technical deployment, implementation management, or technical account management of SaaS products
• Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices
• Familiarity with cloud platforms (AWS, GCP, or Azure) and related services
• Excellent analytical and problem-solving skills, with a focus on troubleshooting technical issues as well as building consensus around outcomes and success measures
• Strong organizational, project management, and communication abilities
• Proven experience serving enterprise clients in both strategic, consultative and tactical, hands-on roles
• Experience with process documentation, playbooks, and continuous improvement initiatives
• Solutions-oriented mindset; trusted advisor with capability to own escalations
• Capable of handling ambiguity and thriving in a fast-paced environment

Responsibilities

• Help our customers achieve real business outcomes through the use of AI
• Serve as the primary lead on new customer deployments including hands on guidance for the setup of SSO and connectors
• Own the end-to-end delivery from kickoff to go-live thru renewal, ensuring clarity on expectations for all stakeholders timeline, andServices budget
• Create and execute on joint success plans that drive additional adoption, deepen engagement, and result in measurable business value. Overall program management
• Develop, communicate, and execute tailored project plans; facilitate cross-functional collaboration across delivery, operations, and technical teams
• Provide a blend of technical guidance and strategic partnership, acting as escalation manager when necessary
• Monitor and report on deployment progress, customer adoption, and satisfaction metrics
• Proactively identify risks or blockers and drive resolution—escalating internally when appropriate
• Guide and document improvements for onboarding processes, playbooks, and best practices
• Contribute to continuous process and product improvements by providing actionable feedback and participating in internal initiatives

Benefits

• Medical, Vision, and Dental coverage
• Generous time-off policy
• 401k plan
• Home office improvement stipend
• Annual education and wellness stipends
• Healthy lunches daily