Delivery Success Manager

oject status, address issues, and align on delivery standards.

• Ensure partner adherence to established service delivery frameworks, methodologies, and quality standards.

  Delivery Oversight & Quality Assurance:

• Monitor the progress and quality of partner-delivered services through regular reviews and customer feedback.

• Identify potential risks and proactively work with delivery resources to develop and implement mitigation strategies.

• Collaborate with partner delivery resources on the resolution of delivery-related escalations and ensure timely and effective communication.

• Work with a continuous improvement mindset with the ability to identify and implement process enhancements to optimize partner delivery.

• Act as a customer advocate, ensuring expectations are managed and satisfaction is maintained throughout the service lifecycle.

  Roadblock Removal & Issue Resolution:

• Act as an advocate for partners within the internal organization, helping to remove internal roadblocks that may impede successful delivery.

• Collaborate with internal product, engineering, and support teams to address partner-identified issues and ensure timely resolution. Flag trends with Partner Success Manager to address issues affecting all partners.

• Facilitate joint problem-solving sessions with partners and internal teams to identify root causes and implement corrective actions.

  Qualifications:

• 3+ years of experience in managing and overseeing the delivery of technical services or implementation projects through external partners.

• Strong understanding of SaaS implementation methodologies and best practices.

• Excellent communication, interpersonal, and presentation skills.

• Proven ability to build strong relationships and influence stakeholders at all levels.

• Strong analytical and problem-solving skills with a data-driven approach.

• Experience with project management tools and methodologies.

• Bachelor's degree or equivalent experience.

• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

• Consideration for privacy and security obligations

  Cornerstone Delivery Success Manager Core Skills:

  Service Delivery Expertise:

• Deep understanding of SaaS implementation methodologies, best practices, and service delivery frameworks (e.g., ITIL).

• Ability to define and monitor key service delivery metrics (KPIs).

• Experience in quality assurance processes and methodologies.

  Project & Program Management:

• Strong organizational and project management skills to oversee multiple partner engagements simultaneously.

• Ability to review project plans, identify risks, and implement mitigation strategies.

• Proficiency in project management tools and methodologies.

• Exceptional ability to build and maintain strong, collaborative relationships with diverse partner organizations.

• Skilled in negotiation, conflict resolution, and influencing without direct authority.

  Problem-Solving & Analytical Skills:

• Excellent analytical and problem-solving abilities to assist partners and customers in identifying root causes of delivery issues and recommend effective solutions.

• Data-driven approach to decision-making and performance improvement.

• Ability to interpret complex information and present it clearly.

  Communication & Interpersonal Skills:

• Outstanding written and verbal communication skills, including the ability to present to executive audiences.

• Strong facilitation and collaboration skills to work effectively across cross functional teams.

• Active listening and empathy to understand partner and customer challenges.

  Technical Aptitude:

• Solid understanding of the SaaS platform and its underlying technology.

• Ability to understand technical complexities and translate them into business implications.

• Comfortable working with technical teams and understanding integration points.

  Risk Management & Mitigation:

• Ability to identify potential risks in partner delivery and develop proactive mitigation plans.

• Experience in managing and escalating critical issues effectively.

  Process Improvement:

• A continuous improvement mindset with the ability to identify and implement process enhancements to optimize partner delivery.

• Experience in developing and documenting processes and guidelines.