Lead Service Delivery Manager

Summary

Join Bloomreach as a Lead Service Delivery Manager and lead our largest customers through their initial post-sales interactions and platform deployment. You will manage multiple projects, resources, and collaborate extensively with internal and external teams. This role demands strong project management skills, technical aptitude, and exceptional communication abilities. You will be responsible for creating project plans, managing implementations, and ensuring timely, high-quality deployments. Success in this role requires a proven track record in project management, customer-facing roles, and strong leadership skills. Bloomreach offers a competitive salary and a comprehensive benefits package.

Requirements

• 7+ years of relevant experience as a project/program manager required
• BA/BS degree, technical or business related field required
• Proven ability to define and document customer gap analysis, requirements, and develop a detailed solution
• Strong presentation, written and verbal communication skills for various audiences (technical, managers, executives)
• Experience with project management processes and methodologies
• Experience in a customer-facing role
• Track record of success building positive working relationships with both external and internal teams
• Demonstrate strong leadership skills including: negotiating, influencing, communication, and problem solving
• Ability to own problems and to find solutions with minimal direction

Responsibilities

• Manage external projects, including customer launches on our platform and personalization product line as well as any onboarding services projects including data migration, tool development, or customer feature development
• Create and own project plan including schedule, milestones, dependencies, and critical path for our implementation projects
• Manage the implementation projects, being accountable for deliverables, content, and achievements against objectives and results
• Manage multiple projects and multiple project resources within defined schedules
• Manage and motivate project resources to ensure efficiency and effectiveness while meeting project objectives (scope and timeline)
• Manage scope to original requirements and as scope expands to meet the timelines required by our customers and within their IT budgets
• Facilitate customer meetings and articulate business requirements and functional specification clearly and succinctly
• Work closely with business sponsors, stakeholders, customers, and technical deployment teams as needed to ensure well-defined implementation strategies and project plans
• Provide frequent status reports and communication at Bloomreach and with customers on project status and updates including scope, timeline, risks, dependencies, and contingency planning
• Create and use models to forecast and plan resource allocation and capacity
• Perform technical implementation tasks, such as customer configuration updates. Ability to perform minor technical work when needed
• Advise and define changes in usage of our platform to gain more efficiency
• Interact with Sales, Engineering, Product Development, and Technical Services to ensure continuity between the organization against implementation scope and services
• Participate in pre-sales activities for documentation of client requirements and timelines and creating statements of work
• Be a trusted advisor for customers and partners
• Be customer-obsessed, able to work in fast-paced technology-driven company and skilled at applying structure to an unstructured environment
• Define engagements success metrics & measure impact on customer success

Preferred Qualifications

Ecommerce experience is preferred

Benefits

• Health care including medical, dental, and vision insurance
• 401k plan with employer contribution
• Flexible working hours to accommodate your working style
• We work remote-first with several Bloomreach Hubs available across three continents
• We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer
• We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions
• Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges
• Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins
• Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)
• The Employee Assistance Program -- with counselors -- is available for non-work-related challenges
• Subscription to Calm - sleep and meditation app
• We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones
• We facilitate sports, yoga, and meditation opportunities for each other
• Extended parental leave up to 26 calendar weeks for Primary Caregivers
• Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location
• Everyone gets to participate in the company's success through the company performance bonus
• We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts
• We reward & celebrate work anniversaries -- Bloomversaries!