Delivery Excellence Manager

1 Month ago • 3-5 Years

Job Summary

Job Description

Glean is seeking a Delivery Excellence Manager to lead successful customer implementations and long-term engagements, ensuring customer success. Responsibilities include orchestrating efficient technical deployment, providing strategic guidance, and developing joint success plans. The role involves collaborating with sales, AI Outcomes Managers, Solution Architects, Support, and R&D. Key duties include helping customers achieve business outcomes with AI, leading new customer deployments with hands-on guidance for setup (SSO, connectors), owning end-to-end delivery from kickoff to renewal, managing program execution, developing project plans, facilitating cross-functional collaboration, acting as an escalation manager, monitoring progress and satisfaction metrics, identifying and resolving risks, and documenting process improvements. The ideal candidate will contribute to continuous process and product improvements.
Must have:
  • 3-5 years of experience in technical deployment/implementation management
  • SaaS product experience with enterprise customers
  • Understanding of SDLC and methodologies (Agile, DevOps)
  • Familiarity with cloud platforms (AWS, GCP, Azure)
  • Excellent analytical and problem-solving skills
  • Strong organizational, project management, and communication abilities
  • Experience serving enterprise clients (strategic & tactical)
  • Experience with process documentation and continuous improvement
  • Solutions-oriented mindset, ability to own escalations
  • Ability to handle ambiguity and thrive in a fast-paced environment
  • Customer-focused, team player mentality
  • Technical configuration and troubleshooting skills
  • Proactive and positive attitude
  • Strong verbal and written communication skills
  • Curiosity and tenacity

Job Details

About Glean:

Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting productivity and collaboration. The company’s cutting-edge AI technology simplifies knowledge discovery, making it faster and more efficient for teams to leverage their collective intelligence.

Glean was born from Founder & CEO Arvind Jain’s deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive, he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then, Glean has evolved into the leading Work AI platform, combining enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to fundamentally redefine how employees work.

About the Role:

As a Delivery Excellence Manager (DEM), you will lead and orchestrate successful implementations and long-term customer engagements, making our customers wildly successful. You will be responsible for ensuring efficient technical deployment, delivering proactive strategic guidance, and building then delivering against joint success plans. DEMs collaborate closely with Account Executives, AI Outcomes Managers, Solution Architects, Support and R&D on scoped engagements.

You will:

  • Help our customers achieve real business outcomes through the use of AI
  • Serve as the primary lead on new customer deployments including hands on guidance for the setup of SSO and connectors 
  • Own the end-to-end delivery from kickoff to  go-live thru renewal, ensuring clarity on expectations for all stakeholders  timeline, andServices budget.
  • Create and execute on joint success plans that drive additional adoption, deepen engagement, and result in measurable business value. Overall program management.
  • Develop, communicate, and execute tailored project plans; facilitate cross-functional collaboration across delivery, operations, and technical teams.
  • Provide a blend of technical guidance and strategic partnership, acting as escalation manager when necessary.
  • Monitor and report on deployment progress, customer adoption, and satisfaction metrics.
  • Proactively identify risks or blockers and drive resolution—escalating internally when appropriate.
  • Guide and document improvements for onboarding processes, playbooks, and best practices.
  • Contribute to continuous process and product improvements by providing actionable feedback and participating in internal initiatives

About you:

  • 3-5 years of experience in technical deployment, implementation management, or technical account management of SaaS products at Enterprise customers.
  • Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices.
  • Familiarity with cloud platforms (AWS, GCP, or Azure) and related services.
  • Excellent analytical and problem-solving skills, with a focus on troubleshooting technical issues as well as  building consensus around outcomes and success measures.
  • Strong organizational, project management, and communication abilities.
  • Proven experience serving enterprise clients in both strategic, consultative and tactical, hands-on roles.
  • Experience with process documentation, playbooks, and continuous improvement initiatives.
  • Solutions-oriented mindset; trusted advisor with capability to own escalations.
  • Capable of handling ambiguity and thriving in a fast-paced environment.

Key knowledge and skills

  • Thrive in a customer-focused, tight-knit and cross-functional environment - being a team player and willing to take on whatever is most impactful for the company is a must
  • Technical configuration and troubleshooting
  • A proactive and positive attitude to lead, learn, troubleshoot, and take ownership of both small tasks and large features
  • Strong verbal and written communication skills for collaboration between customers and technical and non-technical stakeholders.
  • Curiosity and tenacity

Location: Bangalore

  • This role is hybrid (3 days a week in our Bangalore office)

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About The Company

We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future, everyone will work in tandem with expert AI assistants who find knowledge, create and synthesize information, and execute work. These assistants will free people up to focus on the higher-level, creative aspects of their work. We’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google + ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.

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