Lead Service Delivery Manager

Bloomreach is the world’s #1 Commerce Experience Cloud, empowering brands to deliver customer journeys so personalized, they feel like magic. It offers a suite of products that drive true personalization and digital commerce growth, including:

• Discovery, offering AI-driven search and merchandising
• Content, offering a headless CMS
• Engagement, offering a leading CDP and marketing automation solutions

Together, these solutions combine the power of unified customer and product data with the speed and scale of AI optimization, enabling revenue-driving digital commerce experiences that convert on any channel and every journey. Bloomreach serves over 850 global brands including Albertsons, Bosch, Puma, FC Bayern München, and Marks & Spencer. Bloomreach recently raised $175 million in a Series F funding round, bringing its total valuation to $2.2 billion. The investment was led by Goldman Sachs Asset Management with participation from Bain Capital Ventures and Sixth Street Growth. For more information, visit Bloomreach.com.

About the Role:

As our products continue to evolve and our customer-base grows, we are seeking a hands-on, experienced Lead Service Delivery Manager who can deliver best-in-class project and resource management services to our largest customers. This role sits within Bloomreach’s Professional Services team.

The Lead Service Delivery Manager will be leading our largest customers through their first post-sales interactions at Bloomreach and their deployment of our platform. The role will require significant collaboration with customers and internal teams to ensure successful onboarding and quick value demonstration and product adoption. They will work with our Sales, Product, Engineering, and Customer Success teams to ensure engagements are current and pertinent. They will need to be hands-on with our customers, managing them through the implementation process and managing any risks, dependencies, and contingency planning needed to ensure timely and high quality deployments. A strong planning, customer orientation, exceptional collaboration skills, and a technical background are key elements for success in this role. 

What you’ll do:

• 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

Requirements:

• 7+ years of relevant experience as a project/program manager required
• BA/BS degree, technical or business related field required
• Proven ability to