Customer Delivery & Implementation Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee the effective implementation and delivery of GRAVTY® for enterprise clients.

• Facilitate smooth product deployments while upholding outstanding implementation and support standards.

• Convert business needs into efficient product solutions.

• Lead Business Analysis and generate top-notch implementation documentation.

• Manage the R3 Agile process for designated accounts, which includes daily standups, sprint planning, and retrospectives.

• Ensure that weekly and monthly status reports are communicated promptly to senior leadership.

• Maintain compliance with SLAs and guarantee that tickets receive a response within two working days.

• Recognize client pain points and guide resolution strategies to uphold high customer satisfaction and NPS.

• Reduce client escalations through clear, detailed, and frequent communication.

• Document and institutionalize Client Delivery processes to enhance team productivity.

• Create and publish blogs, white papers, product innovation stories, client case studies, release notes, help text, and training videos.

• Act as the first line of defense for technical queries by coordinating with the Technology Team.

• Identify opportunities for cross-selling and upselling to increase NRR.

• Organize training for new joiners on Delivery/PMO processes.

• Mentor and coach the Delivery team on GRAVTY® features, configuration, and business analysis.

⛳️ Requirements

• Bachelor's degree in Information Technology or a related field.

• Relevant certifications are advantageous.

• Proven experience in leading team development and technical delivery.

• Dedication to producing high-quality deliverables, implementation blueprints, configurations, and client interactions.

• Strong process-oriented mindset with a focus on continuous improvement in delivery.

• Excellent work ethic and punctuality.

• Ability to work with cameras on during virtual meetings.

• Capability to drive team certification scores and maintain 100% SLA compliance for support tickets.

• Proficient in clarifying requirements and creating, as well as reviewing, high-quality GRAVTY® Implementation Blueprints.

• Expertise in R3 Delivery/PMO processes, covering standups, backlog grooming, and sprint planning.

• Skill in developing organizational assets and impactful white papers based on industry research.

• Ability to manage client sentiment and NPS, proactively identifying pain points and resolving issues before they escalate.

• Focused on first-time resolution and preventing client follow-ups.

• Proficient in web development, including APIs, frontend, backend, and DevOps.

• High level of ownership and accountability.

• Hands-on mentoring skills.

• Capable of coaching the team on effectively articulating the what, why, and how of features, configuring requirements, and conducting independent business analysis.

🏝️ Benefits

• Collaborative and innovative work environment.

• Exposure to cutting-edge loyalty technology.

• Strong growth and learning opportunities within a rapidly expanding organization.

• Opportunity to work with leading global enterprises, global brands, and large-scale loyalty programs.