The Delivery Success Manager (DSM) plays a pivotal role in overseeing and ensuring the successful delivery of SmartRecruiters' projects implemented by our partners. This strategic position bridges the gap between clients, partners, and internal teams, ensuring consistent quality, risk management, and client satisfaction across the full SmartRecruiters product suite. The DSM leverages deep system knowledge and extensive customer experience to provide project oversight, manage escalations, and enhance cross-functional collaboration.
Key Responsibilities:
Strategic Oversight:
Provide oversight of partner-led projects implementing all SmartRecruiters modules, ensuring alignment with SmartRecruiters' standards and client goals.
Manage risks, monitor project progress, and ensure all stakeholders are informed and aligned.
Oversee career site-specific projects for Attrax, supporting partners by guiding them on best practices for web design, brand alignment, and UX considerations, ensuring they can meet client expectations.
Cross-Functional Collaboration:
Collaborate with various departments including Product, Pre-Sales, Support, Customer Success, and Account Management to ensure the project is managed adequately.
Serve as a crucial link between the partner delivery teams, clients, and internal SmartRecruiters teams.
Project Delivery and Quality:
Act as the first line of escalation for complex issues, supporting partner consultants and clients.
Mentor and guide partner consultants to enhance the quality and consistency of their work.
Align closely with our Enablement team to support partner consultants when knowledge gaps are identified.
Support Project Managers (PMs) by handling escalations and complex issues, allowing them to focus on core responsibilities.
Client and Partner Support:
Provide direct support to partners, helping them navigate SmartRecruiters resources and addressing any challenges.
Ensure seamless coordination during project handoffs from sales to implementation, maintaining alignment on project scope and details.
Support partner office hours and other forms of ongoing knowledge enhancement for partners.
Risk Mitigation and Issue Resolution:
Proactively identify and manage potential risks in partner-led projects.
Document and monitor project health, maintaining the Delivery Success Workbook for consistent communication with stakeholders.
Enhancing Customer Success:
Uphold SmartRecruiters' commitment to customer success by ensuring projects meet high-quality standards.
Address customer challenges efficiently, reducing escalations and improving overall project outcomes.
Key Skills and Qualities:
Supporting some APAC customers is required, so candidates should be open to flexible hours to accommodate APAC time zones.
Experience:
5+ years experience in a customer-facing implementation delivery role on enterprise engagements, implementing SaaS.
Strong project management skills with the ability to oversee multiple projects and manage risks effectively.
Demonstrated capability to grasp technical knowledge quickly.
Experience working with cross-functional teams to achieve company and departmental objectives.
Strong understanding of change management and strategy consulting.
Familiarity with web design principles, career site best practices, and brand alignment guidelines to provide appropriate guidance to partners.
Relationship Management:
Ability to build and maintain strong, long-lasting relationships.
Strength in delivering constructive feedback to both customers and partners.
Demonstrated ability to successfully resolve interpersonal situations that are broadly defined, complex, diverse, and occasionally unprecedented.
Communication:
Excellent communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders.
Demonstrated excellence in communicating and presenting complex information to technical and non-technical stakeholders, both verbally and in written form.
Mentorship and Coaching:
Demonstrated experience in mentoring and coaching, particularly in complex project environments.
Ability to identify skill gaps and provide targeted training in partnership with our enablement team to partner consultants, enhancing their capabilities and ensuring high-quality delivery.
Proven track record of guiding teams through challenging situations, providing support, and facilitating problem-solving to achieve project success.
Strong leadership skills with the ability to inspire and motivate team members, promoting a culture of excellence and continuous improvement.
Customer-centric Approach:
Focus on understanding and fulfilling the needs and expectations of our customers.
Experience in evaluating and managing risks associated with complex, large-scale projects.
Passion for achieving customer success and desired outcomes via the oversight of projects led by strategic partners.
Problem-solving:
Ability to resolve issues and conflicts and find mutually beneficial solutions to challenges.
Analytical thinking to identify root causes and potential solutions.
Critical thinking to evaluate multiple perspectives and determine the best course of action.
Creativity to develop innovative solutions to unique and complex project challenges.
Resilience and adaptability to remain calm and focused under pressure.
SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. your information will be kept confidential according to EEO guidelines.
