Senior Service Delivery Manager

At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity - inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can't wait to meet you.

**WHAT YOU'LL DO**

As a Delivery Manager, you will own the critical early phase of the customer lifecycle, onboarding Braze's new clients, and working with Customer Success Managers & Agency Partners to deliver great results. You will be responsible for rapidly understanding each client's business requirements and managing the program delivery, driving them to realize a fast time-to-value from their investment in Braze as efficiently as possible. You will be expected to manage your own book of business while supporting Agency Partners with theirs.

Core Objectives:

- Project manage a portfolio of customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers
- Support Agency Partners as they execute their own onboardings of Braze customers
- Collaborate with internal technical resources to empower and train customers to use Braze's platform and powerful features as efficiently as possible
- Engage with customer stakeholders to understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
- Coordinate effectively with client agencies and third parties to drive desired outcomes
- Help drive early adoption, setting KPIs and success metrics for ROI
- Advocate customer business use-cases to product development
- Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after onboarding
- Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding
- Effectively deliver engaging enablement training and workshops
- Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations.

**WHO YOU ARE**
- 3+ years managing complex implementation projects across multiple senior client stakeholders at a SaaS company or similar
- 3+ years managing complex programs in a related area, for example Consulting, Onboarding, Customer Success, Implementations, Project Management, or Technical Solutions
- Proven track record of effectively collaborating with external Partners/Agencies
- Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc)
- Fluent in English and Spanish/Portuguese
- Good communicator with strong influencing skills
- Strong problem solving skills and ability to manage conflicting priorities
- You're known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
- High level of intellectual curiosity
- You have technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc)

**WHAT WE OFFER**
- Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country _here_. More details on benefits plans will be provided if you receive an offer of employment._

From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:

- Competitive compensation that may include equity
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- Family services that include fertility benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
- A curated in-office employee experience, designed to foster community, team connections, and innovation
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- Employee Resource Groups that provide supportive communities wi