Remote Delivery Success Manager

Summary

Join our team as a Delivery Success Manager and play a pivotal role in overseeing the successful delivery of SmartRecruiters' projects implemented by partners, ensuring consistent quality, risk management, and client satisfaction.

Requirements

• 5+ years experience in a customer-facing implementation delivery role on enterprise engagements, implementing SaaS
• Strong project management skills with the ability to oversee multiple projects and manage risks effectively
• Demonstrated capability to grasp technical knowledge quickly
• Experience working with cross-functional teams to achieve company and departmental objectives
• Strong understanding of change management and strategy consulting
• Familiarity with web design principles, career site best practices, and brand alignment guidelines to provide appropriate guidance to partners
• Ability to build and maintain strong, long-lasting relationships
• Strength in delivering constructive feedback to both customers and partners
• Demonstrated ability to successfully resolve interpersonal situations that are broadly defined, complex, diverse, and occasionally unprecedented
• Excellent communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders
• Demonstrated excellence in communicating and presenting complex information to technical and non-technical stakeholders, both verbally and in written form
• Demonstrated experience in mentoring and coaching, particularly in complex project environments
• Ability to identify skill gaps and provide targeted training in partnership with our enablement team to partner consultants, enhancing their capabilities and ensuring high-quality delivery
• Proven track record of guiding teams through challenging situations, providing support, and facilitating problem-solving to achieve project success
• Strong leadership skills with the ability to inspire and motivate team members, promoting a culture of excellence and continuous improvement
• Customer-centric Approach: Focus on understanding and fulfilling the needs and expectations of our customers
• Experience in evaluating and managing risks associated with complex, large-scale projects
• Passion for achieving customer success and desired outcomes via the oversight of projects led by strategic partners
• Ability to resolve issues and conflicts and find mutually beneficial solutions to challenges
• Analytical thinking to identify root causes and potential solutions
• Critical thinking to evaluate multiple perspectives and determine the best course of action
• Creativity to develop innovative solutions to unique and complex project challenges
• Resilience and adaptability to remain calm and focused under pressure

Responsibilities

• Provide oversight of partner-led projects implementing all SmartRecruiters modules, ensuring alignment with SmartRecruiters' standards and client goals
• Manage risks, monitor project progress, and ensure all stakeholders are informed and aligned
• Oversee career site-specific projects for Attrax, supporting partners by guiding them on best practices for web design, brand alignment, and UX considerations, ensuring they can meet client expectations
• Collaborate with various departments including Product, Pre-Sales, Support, Customer Success, and Account Management to ensure the project is managed adequately
• Serve as a crucial link between the partner delivery teams, clients, and internal SmartRecruiters teams
• Act as the first line of escalation for complex issues, supporting partner consultants and clients
• Mentor and guide partner consultants to enhance the quality and consistency of their work
• Align closely with our Enablement team to support partner consultants when knowledge gaps are identified
• Support Project Managers (PMs) by handling escalations and complex issues, allowing them to focus on core responsibilities
• Provide direct support to partners, helping them navigate SmartRecruiters resources and addressing any challenges
• Ensure seamless coordination during project handoffs from sales to implementation, maintaining alignment on project scope and details
• Support partner office hours and other forms of ongoing knowledge enhancement for partners
• Proactively identify and manage potential risks in partner-led projects
• Document and monitor project health, maintaining the Delivery Success Workbook for consistent communication with stakeholders
• Uphold SmartRecruiters' commitment to customer success by ensuring projects meet high-quality standards
• Address customer challenges efficiently, reducing escalations and improving overall project outcomes

Benefits

• Competitive salaries
• Generous equity