Solution Delivery Manager jobs in USA | USA Organization

Solution Delivery Manager

About Applause

Since 2008, Applause has been pioneering how to help companies harness the power of the crowd to bring great product experiences to users. Leveraging an unmatched blend of global services, software tools, and analytics capabilities, we help our clients test and launch engaging app, website, IoT, and other digital user experiences, as well as identify and assess new market opportunities. Our 3,500+ corporate clients range from the hottest startups to the world’s biggest and most influential brands, including Amazon, Bloomberg, General Motors, Disney, Expedia, Facebook, Google, Microsoft, Uber, USA Today, and Wells Fargo.


What We Are Looking For

In support of our key value of “Delivering Applause,” we are looking for a unique individual to build trusted advisor relationships with our customers, help those customers understand the value of our services, and show them how they can be successful leveraging Applause across their digital experience initiatives. This person will partner closely with our sales, marketing, Community, and product teams, to manage successful customer engagements. This is a remote position, based in the New York City area.

About You

You’re entrepreneurial and resourceful

You’re excited about helping your customers be wildly successful, using your creative problem solving skills to show customers how they can fully leverage our services, and providing world-class service and satisfaction.

You’re customer-focused and results-driven

You use consultative practices to uncover clients’ stated and unstated business needs, and then apply your creativity to co-develop effective, practical solutions to meet their needs. You continuously look for ways to delight your customers, drive satisfaction and Deliver Applause.

You’re a strategic doer

You embrace complexity and change, using systems thinking to diagnose how to map solutions to goals. You’re also really good at anticipating future project needs to set yourself and your teams up for success through effective planning and execution. And your detail-orientation ensures that when things are moving fast, nothing falls through the cracks.

You’re a collaborative leader

You find it very easy to build strong relationships and partner not only with clients because of your ability to relate to them and their needs but also with internal Applause business groups (sales, marketing, product, finance, IT). Your impressive track record of getting things done gives you quiet confidence while still being humble.

Responsibilities

Own and lead multiple, simultaneous customer engagements to deliver quickly to contract specifications
Effectively communicate the Applause value prop and messaging, including delivering periodic progress reporting that translate engagement results into metrics and information that resonate with our customers and their executives
Conduct regular on-site client meetings to understand client business, go-to-market, product development, usability, and/or QA requirements to ensure successful engagement delivery
Create and manage customer and internal communication strategies
Develop strong customer relationships that enable Applause to become a trusted adviser for our customers’ IT, QA, business operations, and product management stakeholders
Develop issue mitigation plans that address engagement implementation challenges
Partner with the Applause sales teams to scope and price complex engagements
Conduct regular joint account planning to determine effective growth strategies with key accounts to meet client business, technical, and/or product needs
Work with Applause product and marketing teams to channel client feedback and identify ways to improve the client experience
Collaborate with other Applause departments to achieve customer satisfaction and Applause company goals
Maintain domain, customer management, and customer industry expertise
Essential Skills

Demonstrated ability to manage large, complex scopes of work and teams
Strong relationship and interpersonal skills
Excellent organizational, analytical and problem solving skills
Client-focused attitude
Team player with solid communication and presentation skills
Flexibility to accommodate unplanned client and project changes
A proven track record of serving as the subject matter expert when meeting with a variety of customer constituents including senior management and executives
Knowledge of enterprise organizational, business, and technical environments, especially within software development lifecycle and QA
Comfortable creating a test strategy for products that you will be working with
Experience & Education

Must have at least 7 years’ experience managing technical and/or digital experience implementation of consumer-facing products, ideally covering web, mobile, and IoT platforms
Experience working with banking institutions and familiarity with digital payment instruments a big plus
Strong knowledge and familiarity of the Quality/testing domain/App Economy
Strong knowledge of the Software Development Life Cycle and key checkpoints of how and when testing is most impactful
Some knowledge of Usability Practices is a nice to have.
Company Description

Applause empowers leading brands to deliver flawless digital experiences for their customers on any device, in every location. The company’s testing, feedback and research solutions enable businesses to delight customers, drive topline revenue and innovate faster.

Applause ensures digital quality for websites, mobile apps, IoT products and in-store interactions in a way no other approach can – via its technology platform and managed global community of over 300,000 on-demand digital experience experts. Only real people on real devices in real locations can provide the real issues and feedback that brands need to deliver great digital customer experiences. Thousands of companies of every size – including Google, FOX, Nike, BMW, PayPal and Slack – rely on Applause to dramatically decrease the time and cost of delivering great digital experiences for their customers. Learn more at www.applause.com.