Delivery and Customer Success Manager

Job Description

DELIVERY aND CUSTOMER SUCCESS MANAGER About Us: Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com . Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The Sitecore values are what drive and unite us across the globe. About the Role/ The Opportunity: This is a newly created role as part of our Customer Value Realisation team responsible for overseeing delivery portfolio and leading customer success for APJ. You will drive delivery and value identification with Sitecore’s customer base and be seen as trusted advisor. The role requires excellent communication and passion for customer centricity and an ability to instil confidence and problem solve. What You Will Be Doing: Manage team of 3-5 individual contributors (Project Manager and CSMs). Hands-on delivery (50%), leading by example, with managerial responsibilities (50%). Oversee Services delivery portfolio and be point of contact for project escalations. Work closely with other geo leaders to execute Customer Success strategy. Drive and support team to onboard new customers, ensuring seamless post sales delivery and high satisfaction. Uplift internal capability delivery, project management rigour & agile capabilities. Develop metrics, KPIs and process maps to drive strong outcomes for your team. Identify and drive ongoing opportunities for improvement in processes, project reporting, data analysis and outcome predictions (internally and externally). Demonstrate strong judgement in your decision making to juggle competing priorities of Product, Sales, Services and Customer Success to ensure the best outcomes for customers. Provide ongoing feedback to individuals and team regarding performance, identifying skills and knowledge gaps and providing the appropriate support, coaching and training. Increasing Customer satisfaction by understanding how customers are using the platform, uncovering any gaps and ensuring they drive maximum value. Coach team on being cognitive of Customer business challenges and goals, and understand how the platform fits into this. Create, implement and continually develop customer plans centred around their success. Support the generate new opportunities using existing services aligned with strategic customer planning. Keep customers updated on latest Sitecore technologies and roadmap. Interact and coordinate with the sales team and other staff members in cross functions working on the same account. Ability to travel, 10% or less. To start your journey with Sitecore, you’ll have: Previous leadership experience is essential including 6+ years of relevant account, strong project management and customer facing roles. Demonstrated ability to lead, manage and contribute positively and proactively to the team environment. Passion for managing a team of Project Delivery and Customer Success within a fast-paced environment. Experience in setting OKR’s and developing plans and objectives to support targets. High level energy including resilience and persistence in the face of stakeholder pushback and/or ambiguity. Demonstrated ability to be flexible and adapt quickly and positively in a constantly changing environment and realign strategy in line with the business and customer needs. Ability to analyse data, derive insights into solutions and use that for the purpose of continuous improvement. Previous delivery experience - waterfall and agile methodology across corporate environments. Working knowledge of digital marketing and website-based solutions. Strong and effective written and oral communication skills; demonstrated desire to continually improve on presentation skills. Customer focused and able to engage both technical and business stakeholder. Strong organizational skills; ability to multi-task; solutions-oriented attitude. Process-driven and ability to identify opportunities for continuous improvement. Clear ability to accomplish objectives in a wide variety of virtual and face to face meetings. You’re an excellent presenter and great at reading a room. Ability to travel to trade shows, conferences, and client sites as needed, which may include evenings and occasional weekends requiring up to 10% travel around region. Demonstrate high energy, passion, and an “all in” approach for the role; effectively communicate activity both internally and externally. Previous experience working in a global company and technology projects. Proactive, self-starter and independent thinker. Prior experience in digital agency and Sitecore technology advantageous. We Have: A highly collaborative environment that allows you to deliver innovative solutions to interesting clients in diverse industries. Industry leading teams to both collaborate with and learn from. A culture that encourages employees to do their best work and advance their professional brand. #J-18808-Ljbffr