Lead Service Delivery Manager

Remote (USA)

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 define and document customer gap analysis, requirements, and develop a detailed solution
  • Strong presentation, written and verbal communication skills for various audiences (technical, managers, executives)
  • Experience with project management processes and methodologies
  • Experience in a customer-facing role
  • Track record of success building positive working relationships with both external and internal teams
  • Demonstrate strong leadership skills including: negotiating, influencing, communication, and problem solving
  • Ability to own problems and to find solutions with minimal direction
  • Ecommerce experience is preferred

Excited? Join us and transform the future of commerce experiences.

The base salary range for this position is $115,000-$145,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

Regional benefits:

  • Health care including medical, dental, and vision insurance
  • 401k plan with employer contribution

#LI-AB1

More things you'll like about Bloomreach:

Culture:

  • A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. 
  • We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. 
  • We believe in flexible working hours to accommodate your working style.
  • We work remote-first with several Bloomreach Hubs available across three continents.
  • We organize company events to experience the global spirit of the company and get excited about what's ahead.
  • We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*.
  • The Bloomreach Glassdoor page elaborates on our stellar 4.6/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5

Personal Development:

  • We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions.
  • Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges.*
  • Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins.
  • Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)*

Well-being:

  • The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.*
  • Subscription to Calm - sleep and meditation app.*
  • We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones.
  • We facilitate sports, yoga, and meditation opportunities for each other.
  • Extended parental leave up to 26 calendar weeks for Primary Caregivers.*

Compensation:

  • Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.*
  • Everyone gets to participate in the company's success through the company performance bonus.*
  • We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts.
  • We reward & celebrate work anniversaries -- Bloomversaries!*

(*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)

Excited? Join us and transform the future of commerce experiences!

If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!

Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.

#LI-Remote

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