Senior Delivery Manager, Fivetran

• 8+ years of experience managing enterprise customer relationships as a Technical Lead, Technical Account Manager, Customer Solution Architect or Customer Success manager (or equivalent role)
• Project Management: Strong organizational and project management skills, with experience managing timelines, tasks, and multiple stakeholders
• Technical Aptitude: Ability to understand and explain technical concepts, especially around data connectors and integration tools
• Customer Success Focus: A proven track record of delivering exceptional customer experiences and driving measurable onboarding and implementation outcomes
• Stakeholder Management: Skilled in coordinating cross-functional teams and managing relationships with internal and external stakeholders
• Problem-Solving Skills: Proactive approach to identifying and resolving issues, with the ability to escalate efficiently when necessary

Desirable

• As a Senior Delivery Manager, you will be driving adoption of Fivetran by working with high potential growth strategic customers, as well as internal stakeholders, to build a seamless customer experience, accelerate customer adoption and spend
• You’ll be driving multiple engagements from start to finish, ensuring an exceptional customer experience, managing customer and internal service delivery timelines while focusing on improving customer experience and business outcomes
• You will work across customer organizations and multiple Fivetran teams to ensure customers’ engagements are well designed, managed and scale to the needs of their business. Success is defined by the DMs ability to identify a customer’s priority use cases, develop a quality adoption strategy and implementation plan per customer, capture and report on key metrics and quickly become the customer’s trusted advisor
• Technologies You’ll Use
• Salesforce, Rocketlane, Catalyst, Zendesk
• Be a customer program management expert on all aspects of the Fivetran expansion and implementation and variety of project and services types
• Provide quality oversight and guidance for Fivetran engagements by assisting in the creation and execution of the overall vision for service delivery and customer satisfaction, ensuring adherence to delivery best practices
• Own, manage and communicate the relationship with assigned customers, including the creation, implementation, and tracking of stakeholder maps, adoption plans to provide a clear roadmap for customer engagement
• Manage key customer projects by communicating effectively with project team members, management and project stakeholders on status, issues, risks, and project goals and objectives through clear project documentation, meetings and any required follow-ups
• Proactively provide input into the development of Fivetran Services’ policies, procedures and standards
• Integrate industry knowledge into practical configuration tactics, techniques and procedures to ensure teams deliver well-rounded and well-developed software solutions
• Provide guidance and a vision on how to resolve customer-specific project challenges, manage escalations efficiently, collaborating with the Account Owner, Support, Engineering, and Product teams when necessary to resolve issues promptly
• Determine areas for process improvements within both the customer and Fivetran
• Identify upsell opportunities for licenses and services, engaging relevant internal stakeholders to facilitate these upsell processes where appropriate