Product Delivery Partner

4 semanas atrás

São Paulo, São Paulo, Brasil WillowTree Tempo inteiro

Client Success Manager

This role requires a hybrid approach, balancing in-office collaboration in São Paulo with remote work. Our office culture fosters innovation, teamwork, and connection with local and global team members.

This position involves up to 25% domestic and international travel per month, necessitating in-person and on-camera interactions with clients and team members in various settings.

The Opportunity

Partners individually manage a portfolio of clients (~$10-15MM in revenue) within their assigned Branch, directly overseeing Triforce and squad leaders in their discipline. This leader spends a significant amount of time overseeing project work, coaching team leaders, and proactively developing relationships with executive client leaders to offer expertise and partnership. This position reports to the C-level leader(s) of the Branch. This is an opportunistically billable position. This position is primarily evaluated on delivery success, team feedback, client feedback, growth of key accounts, forecast accuracy, and profitability of their portfolio.

Supervisory Responsibilities

  • Triforce and Squad Leaders in their portfolio - Engineering Leads, Delivery Leads, Product Leads, Senior Staff ICs, Principal ICs
  • Indirect responsibility for all individual contributor team members in their portfolio
  • Directly responsible for executive client relationships across accounts in their portfolio

Responsibilities

  • Builds client relationships across the executive ladder and regularly conducts quarterly business reviews (QBRs) and other meetings to understand feedback, communicate team progress, establish value propositions, and drive change.
  • Proactively and organically communicates across client relationships to surface industry thought leadership, best practices, and drive WT's "doctors not waiters" mentality.
  • Engages directly with the Triforce (i.e. attends Triforce meetings regularly) to understand in-flight work, and uses end products where possible to drive performance as part of the team.
  • Establishes clear value metrics across internal and external teams.
  • Provides effective oversight of delivery work, mitigating risk, improving practices, and strengthening client trust.
  • Coaches Triforces to understand the client's business drivers, develop relationships, and solve problems.
  • Identifies and influences decisions using reporting language, data visualization, and storytelling.
  • Delivers presentations, workshops, and conversations that inspire confidence and influence decisions.
  • Navigates high impact and difficult situations with clarity and poise, making decisions that create value for WT and clients.
  • Creates clarity with teams through the unique challenges inherent at each stage of client engagements.
  • Brings energy to moments that matter, particularly new relationships, key presentations, and recovery situations.
  • Effectively uses touchpoints (reviews, weekly 1:1s, coaching, feedback) to evolve the skill set of their team, and delivers performance-related feedback within a discipline, to peers, and upward with grace and clarity.
  • Approaches all situations (internal and external) with a solutions mindset, coaching teams to focus on what they can do.
  • Identifies and contributes to areas of the business that bring additional value to WillowTree, i.e. interviewing, training, contributions to the delivery playbook, etc.
  • Drives key business metrics including team satisfaction, client satisfaction, client retention, client effective client rate (ECR) and gross portfolio margin.

Qualifications

  • Partners have had demonstrated success driving team collaboration and client success
  • Tendency to lean into client/team collaboration and coaching
  • Effectively coaches triforce to positive outcomes
  • Effectively manages performance of immediate team

Required Skills & Abilities

  • Excellent verbal and written communication skills.
  • Excellent interpersonal and client services skills.
  • Excellent team and client management skills.
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Ability to function well in a high-paced, interactive, collaborative, and at times stressful environment.

Why WillowTree?

In addition to being part of an international and innovative consultancy company, you will have:
  • Flexible hours and autonomy
  • Work with cutting edge technologies
  • Partner with global and relevant brands in the market
  • Collaborative team and learning ecosystem
  • Career development plan & growth
  • International travel opportunities (optional)
Some of our benefits:
  • Health and dental plan
  • Life insurance
  • Monthly voucher for meals, culture, education, health and mobility
  • Child care assistance and more

WillowTree celebrates our differences and provides equal employment opportunities to all team members and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Diverse teams build better products. We acknowledge that the tech industry especially lacks opportunity for those who are of non-traditional backgrounds and in underrepresented groups. In order to create the best products for everyone, we know that it's important for our team to reflect the diversity of our users, and we are committed to being the change we want to see.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

For more information on how we use your information, see our .

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