Why This Job is Featured on The SaaS Jobs
This Delivery Excellence Manager role sits at a critical junction in SaaS: the point where a sold product becomes a live, integrated workflow inside an enterprise environment. The emphasis on SSO, connectors, and cross-functional coordination reflects the realities of modern SaaS adoption, where deployment quality and stakeholder alignment directly influence retention and expansion.
For SaaS career development, the position builds durable strengths in post-sale execution across the full customer lifecycle, from kickoff through renewal. It also sharpens the ability to translate technical implementation details into measurable business outcomes, while working alongside Sales, Solution Architecture, Support, and R&D. That mix is especially relevant in SaaS organizations that are formalising onboarding motions, codifying playbooks, and using adoption metrics to drive account health.
The role is best suited to professionals who enjoy structured program ownership, clear communication across technical and non-technical groups, and hands-on troubleshooting when deployments hit blockers. It will appeal to candidates who want a customer-facing seat with real operational scope, and who are comfortable operating across time zones to keep enterprise engagements moving predictably.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
- 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
Note: This role with require you to work in EMEA/US East hours.
Location:
- This role is hybrid (4 days a week in our Bangalore office)
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