Delivery Excellence Manager

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:

Glean is looking for a Delivery Excellence Manager (DEM) who 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.
• 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.

Location: 

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