Solution Delivery Manager

Description

Solution Delivery Manager

What We Are Looking For

In support of our key value of “Delivering Applause,” we are looking for a unique individual to build trusted advisor relationships with our customers, help those customers understand the value of our services, and show them how they can be successful leveraging Applause across their digital experience initiatives. This person will partner closely with our sales, marketing, Community, and product teams, to manage successful customer engagements.

 About You

 You’re entrepreneurial and resourceful

You’re excited about helping your customers be wildly successful, using your creative problem solving skills to show customers how they can fully leverage our services, and providing world-class service and satisfaction.

You’re customer-focused and results-driven

You use consultative practices to uncover clients’ stated and unstated business needs, and then apply your creativity to co-develop effective, practical solutions to meet their needs. You continuously look for ways to delight your customers, drive satisfaction and Deliver Applause.

You’re a strategic doer  

You embrace complexity and change, using systems thinking to diagnose how to map solutions to goals. You’re also really good at anticipating future project needs to set yourself and your teams up for success through effective planning and execution. And your detail-orientation ensures that when things are moving fast, nothing falls through the cracks.

You’re a collaborative leader

You find it very easy to build strong relationships and partner not only with clients because of your ability to relate to them and their needs but also with internal Applause business groups (sales, marketing, product, finance, IT). Your impressive track record of getting things done gives you quiet confidence while still being humble.

 Responsibilities

• Own and lead multiple, simultaneous customer engagements to deliver quickly to contract specifications
• Effectively communicate the Applause value prop and messaging, including delivering periodic progress reporting that translate engagement results into metrics and information that resonate with our customers and their executives
• Conduct regular on-site client meetings to understand client business, go-to-market, product development, usability, and/or QA requirements to ensure successful engagement delivery
• Create and manage customer and internal communication strategies
• Develop strong customer relationships that enable Applause to become a trusted adviser for our customers’ IT, QA, business operations, and product management stakeholders
• Develop issue mitigation plans that address engagement implementation challenges
• Partner with the Applause sales teams to scope and price complex engagements
• Conduct regular joint account planning to determine effective growth strategies with key accounts to meet client business, technical, and/or product needs
• Work with Applause product and marketing teams to channel client feedback and identify ways to improve the client experience
• Collaborate with other Applause departments to achieve customer satisfaction and Applause company goals
• Maintain domain, customer management, and customer industry expertise

Essential Skills:

• Demonstrated ability to manage large, complex scopes of work and teams
• Strong relationship and interpersonal skills
• Excellent organizational, analytical and problem solving skills
• Client-focused attitude
• Team player with solid communication and presentation skills
• Flexibility to accommodate unplanned client and project changes
• A proven track record of serving as the subject matter expert when meeting with a variety of customer constituents including senior management and executives
• Knowledge of enterprise organizational, business, and technical environments, especially within software development lifecycle and QA

Experience & Education:

• Must have at least 5 years experience managing technical and/or digital experience implementation of consumer-facing products, ideally covering web, mobile, and IoT platforms
• Experience in retail, media/entertainment, financial, healthcare, transportation, and/or food and beverage industries preferred
• Strong knowledge and familiarity of the Quality/testing domain/App Economy

 Company Description

Applause empowers leading brands to deliver flawless digital experiences for their customers on any device, in every location. The company’s testing, feedback and research solutions enable businesses to delight customers, drive topline revenue and innovate faster.

Applause ensures digital quality for websites, mobile apps, IoT products and in-store interactions in a way no other approach can – via its technology platform and managed global community of over 300,000 on-demand digital experience experts. Only real people on real devices in real locations can provide the real issues and feedback that brands need to deliver great digital customer experiences. Thousands of companies of every size – including Google, FOX, Nike, BMW, PayPal and Slack – rely on Applause to dramatically decrease the time and cost of delivering great digital experiences for their customers. Learn more at www.applause.com.