Sr. Manager Solutions Delivery

| Greater Boulder Area
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About SurveyGizmo

Founded in 2006, SurveyGizmo is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 205 countries, with 50K new surveys created and 5M responses collected every week.

SurveyGizmo has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on SurveyGizmo’s products and services can be found on our website (www.surveygizmo.com).

 Who You Are

You have a Heart for Service

We provide extraordinary service to our customers, co-workers, and our community by going out of our way to appreciate and support them.

 You are Curious

We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers’ business problems and the solutions delivered with our software. 

You Find a Way

We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do.  

What You’ll Do

As the Senior Manager, Solutions Delivery, you will lead and expand our Professional Services team to support SurveyGizmo’s evolving customer needs. The role, reporting to the VP of Customer Success, will be responsible for delivering on-time and on-budget client engagements that maximize value for our customers.

You will work closely with members of your own team, as well as our Sales, Product, and Customer Success teams to ensure our customer’s needs are met as quickly as possible, gaining the optimal value out of our platform. In addition, you will be accountable for ensuring the team successfully scopes, configures, and delivers solutions to SurveyGizmo’s rapidly growing customer base. 

You’ll need to have:

  • Bachelor’s degree in Engineering, Computer Science, Business Administration, Economics is preferred
  • 7-10+ years working with customers in software implementation and/or consulting capacity with deep experience in project and change management
  • 5+ years working in a leadership capacity including but not limited to managing others
  • Willingness to travel - less than 10%

How You’ll Spend Your Days

  • Develop the vision and strategy for the Professional Services organization, including improved on-boarding and solution delivery methodologies
  • Develop and lead detailed implementation project plans and serve as the primary point of contact with enterprise customers during the implementation, and lead a cross-functional team of SME’s to execute the plan
  • Coordinate with functional leaders internally to push projects toward target achievements and communicate to partners, keeping them fully informed of project status
  • Lead and manage changes in project scope, identify potential risks, and devise and execute contingency plans
  • Provide technical mentorship on the initial setup and configuration of our platform in the client’s organization
  • Maintain expert knowledge of our suite of products 
  • Lead “out of the box” integrations with various client systems
  • Drive positive contribution margin on implementations, ensuring delivery profit targets
  • Lead, manage and mentor a group of high performing professional services leaders and teams
  • Work with our Pre-sales and Product Management teams to ensure projects are properly scoped and can be delivered successfully to the customer
  • Assess risks, anticipate bottlenecks, provide critical issue management, balance trade-offs and encourage risk-taking to maximize business value
  • Communicate and interact with customer c-level executives and leaders, establishing credibility and developing "trusted advisor" status in order to manage escalations effectively
  • Simultaneously manage work streams across multiple customer-facing projects at the same time
  • Develop, maintain and continuously improve customer-facing delivery templates, processes and project plans
  • Articulate, contextualize and champion customer requirements that necessitate software enhancements to internal Product Management and Technology teams
  • Identify trends and explain unmet requirements common across different customers to help improve existing tools, process and product features, including working with Product Development and Sales to determine technical direction and approach to product design and implementation
  • Support the Sales team in scoping, pricing new projects and demonstrations
  • Ensure successful hand-off with Customer Success Team on completion of the engagement

 What you’ll bring to the role:

  • Deep understanding of solution delivery methodologies
  • Experience with various technologies and languages, such as XML, HTML, CSS, Ruby on Rails, Java, PHP, JavaScript, SQL, MySQL, Jquery, JSON
  • Worked on teams that have used Agile methodologies
  • Fundamental understanding of SaaS systems programming and development
  • Experience with implementation of ERP, SaaS platforms, or related systems
  • Exceptional communication and presentation skills; strong listening skills; demonstrated ability to ask effective questions
  • Exemplary critical-thinking skills (creative thinking and strategic problem solver), attention to detail and ability to perform tasks with a high degree of accuracy
  • Experience in hiring and building high performing teams
  • Excellent people management skills with focus on people development
  • Ability to turn difficult situations into pragmatic solutions while maintaining customer satisfaction
  • Energetic, highly-dependable individual with solid organizational and collaborative skills
  • Proficient in Microsoft Office with strong skills in Excel, PowerPoint, Project, Word and Visio

 Our Team Members Enjoy

  • Competitive compensation package and full suite of benefits
  • Great Boulder location without the Pearl Street commute
  • Environment where you are empowered and can see your impact
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Location

168 Centennial Parkway, Louisville, CO 80027

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