Full-Time 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.

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

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.

Responsibilities:

1. Manage external projects, including customer launches on our platform and personalization product line, as well as onboarding services projects.
2. Create and own project plans, including schedules, milestones, dependencies, and critical paths for implementation projects.
3. Manage implementation projects, ensuring accountability for deliverables and achievements.
4. Manage multiple projects and resources within defined schedules.
5. Manage and motivate project resources to ensure efficiency and effectiveness.
6. Manage scope to original requirements and as scope expands to meet timelines.
7. Facilitate customer meetings and articulate business requirements and functional specifications.
8. Work closely with stakeholders to ensure well-defined implementation strategies and project plans.
9. Provide frequent status reports and communication.
10. Create and use models to forecast and plan resource allocation.
11. Perform technical implementation tasks.
12. Advise and define changes in platform usage.
13. Participate in pre-sales activities.
14. Be a trusted advisor for customers and partners.
15. Define engagement success metrics and measure impact on customer success.

Requirements:

• 7+ years of relevant experience as a project/program manager
• BA/BS degree, technical or business related field
• Proven ability to define and document customer gap analysis, requirements, and develop a detailed solution
• Strong presentation, written and verbal communication skills
• Experience with project management processes and methodologies
• Experience in a customer-facing role
• Track record of success building positive working relationships
• Strong leadership skills (negotiating, influencing, communication, problem-solving)
• Ability to own problems and find solutions
• Ecommerce experience (preferred)

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