Sr. Delivery Manager

📋 Description

• • Own the end-to-end success of WorkWave’s largest enterprise accounts, acting as the single-threaded leader who orchestrates every touchpoint—from initial onboarding through multi-year strategic expansion—ensuring each customer extracts maximum value from our pest-control, lawn-care, cleaning, and security-service software suite.
• • Serve as the principal point of contact and trusted advisor to C-suite and VP-level stakeholders, translating their business objectives into clearly defined project roadmaps, success metrics, and phased delivery plans that align with WorkWave’s product capabilities and long-term vision.
• • Coordinate and drive large-scale, cross-functional initiatives that may span professional services, custom integrations, data migrations, change-management programs, and ongoing SaaS adoption; balance scope, timeline, and budget while proactively surfacing and neutralizing risks before they impact the customer.
• • Build and maintain a living portfolio view of every service, license, and purchase within your assigned customer base; leverage this 360° visibility to identify whitespace upsell opportunities, forecast renewal likelihood, and present data-driven recommendations to Sales and Customer Success leadership.
• • Lead executive business reviews (EBRs) on a quarterly—or as-needed—cadence, distilling complex analytics into concise narratives that demonstrate ROI, highlight wins, and secure executive sponsorship for next-phase investments.
• • Act as the ultimate escalation point for critical customer issues, mobilizing engineering, support, product, and finance teams to craft rapid, sustainable resolutions that protect Net Revenue Retention and brand reputation.
• • Mentor junior Delivery Managers and Implementation Consultants by sharing best practices in project governance, stakeholder management, and consultative selling techniques, thereby elevating the overall capability of the Customer Success organization.
• • Champion change-management best practices inside customer organizations—designing training curricula, adoption campaigns, and success milestones that accelerate time-to-value and reduce churn risk.
• • Maintain an independent, big-picture perspective on how each customer’s evolving business strategy (M&A, geographic expansion, new service lines) intersects with WorkWave’s roadmap; proactively re-align joint success plans to capture emerging opportunities.
• • Collaborate tightly with Sales during pre-sales cycles to scope implementation complexity, craft SOWs, and set realistic expectations that lay the groundwork for seamless handoffs and long-term trust.
• • Exercise sound financial acumen by monitoring account health KPIs (ARR, NPS, product utilization, support ticket trends) and presenting mitigation strategies for any leading indicators of churn or contraction.
• • Travel up to 10 % for onsite discovery workshops, user-group events, trade shows, and executive summits—occasionally outside standard business hours—to deepen relationships and showcase WorkWave thought leadership.
• • Contribute to internal process improvement by documenting lessons learned, refining delivery methodologies, and feeding customer insights back into Product Management to influence roadmap prioritization.
• • Foster a culture of transparency, accountability, and customer obsession across all internal teams, ensuring that every WorkWave employee understands how their role impacts the customer experience and ultimately the company’s mission to empower mobile service workers worldwide.