Delivery Manager

Piazzola sul Brenta, Veneto, Italy

**Description**:
Delivery Manager at THRON is responsible for driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of existing client base. We are a well-established Digital Asset Management company, focusing on helping our customers to manage and control assets and product data from a unique source of truth. A Delivery Manager must build and manage a customer success program and be responsible for ensuring customers are realizing maximum business value across the customer lifecycle, which ultimately results in their renewal, growth of lifetime value and satisfaction. Ultimately, the Delivery Manager is the figure who must ensure that what THRON's customers sign up for is deliberated on time and in the mutually agreed terms, through a high-level experience.

**Responsibilities**:

- Building and managing a high performing Customer Success program that allows our Brand to empathize with customers and take into consideration the importance of a high customer experience.
- Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities.
- Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
- Build a global professional services organization to support customers from onboarding and training to long-term and multi-stage digital transformation projects.
- Partner with 3rd party systems integrators for services scale and project delivery as part of major cloud-migration and digital transformation projects.
- Develop the strategic direction of the Customer Success organization, working with other organizations like Sales, Help Desk and Professional Services.
- Share customer usage insights that guide product backlog and effectively leverage the enhancements to drive customer success.
- Deliver meaningful insights from customer engagement, feedback, and usage patterns to bring about organizational change.

**Skills**:

- A solid background in managing and delivering projects;
- A true love for customers, with the ability and willingness to engage directly with customers;
- Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered;
- Experience building and managing large Customer Success and or Professional Services teams in a fast-paced, dynamic environment;
- Ability to move quickly and iterate;
- Technical and software experience and an ability to speak to technical customers in their language;
- A strong **strategic vision** for the customer experience, professional services, and customer support;
- A track record of developing and **mentoring great talent**, and building and motivating high achieving teams;
- The skills to be a data-driven decision maker, with a willingness to experiment and iterate;
- Understanding of the balance between internal services, external partners and how to use both effectively to support customers and grow quickly;
- Effective and productive collaborator to drive cross-functional initiatives;
- Empathy, humility and **listening skills**.

**What we offer**:

- Opportunity to work in a constantly growing Company that wants to build a highly efficient Product in order to deal even better with the needs of its customers;
- An evolving organisation, always ready to identify its critical points and challenge itself;
- Horizontality: we listen to **your opinion because your opinion doesn’t just matter, it drives change**;
- Fresh and modern team of young, passionate and dedicated people, from developers to Company management: learning, sharing and teaching are the pillars on which our teamwork will be based;
- Support to your professional growth;
- Ambitious worldwide projects;
- Strong company culture;
- High challenging and stimulating environment;
- Table football tournament.

**If you**:

- agree that customer experience is what builds companies;
- are visionary in delighting customers and driving engagement;
- are passionate about business growth with customers at the core;
- are adept in building and managing high performing teams.