Customer Delivery Manager

March 19

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

💵 $110k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Bio-Techne

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Bio-Techne is a global developer, manufacturer, and supplier of high-quality reagents, analytical instruments, and precision diagnostics. The company specializes in providing cutting-edge tools and services for research areas including cancer, epigenetics, and cell & gene therapy. With a focus on innovation and quality, Bio-Techne supports scientific and clinical advancements through its diverse portfolio of products, including antibodies, ELISA kits, and automated instruments.

1001 - 5000 employees

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

📋 Description

• As a Customer Delivery Manager, you will play a pivotal role in managing the onboarding and ongoing success of our clients within our ecosystem for consumer-permissioned data. • You’ll work closely with growth, product, solutions, marketing, and support teams to drive seamless integrations, ensure timely delivery, and enable clients to derive maximum value from our platform. • A key part of your role will be building and tracking detailed plans, coordinating cross-functional teams, and ensuring all stakeholders (internal and external) are aligned on priorities and timelines. • Your ability to facilitate collaboration and maintain clear communication will be instrumental in delivering exceptional Customer outcomes. • Manage a portfolio of clients and financial institutions through all stages of onboarding, including discovery, integration, testing, certification, and ongoing support. • Build and maintain detailed project plans, tracking key milestones and deliverables to ensure timely delivery for all Customer engagements. • Serve as the primary point of contact for clients, acting as their trusted advisor and advocate within the organization. • Proactively identify risks or roadblocks in Customer projects, escalate as necessary, and work with stakeholders to resolve them efficiently. • Collaborate with cross-functional teams (growth, product, solutions, marketing, and marketing, and support) to ensure alignment of Customer needs, priorities, and delivery timelines. • Drive product adoption by educating clients on platform capabilities and ensuring they derive value from the solution. • Lead ongoing Customer engagement, including training, support, and escalations, while maintaining strong relationships. • Analyze Customer feedback and behavior to identify opportunities for growth and improvement in processes, tools, and services. • Develop and refine best practices for Customer onboarding, engagement, and success, leveraging iterative learning and analytics. • Monitor and report on Customer activity, success metrics, and satisfaction levels, escalating risks to executive management when necessary.

🎯 Requirements

• 3-5 years of experience in customer success, account management, or technical program management, ideally within SaaS, API integration, or fintech environments. • Proven experience managing the end-to-end onboarding process, including technical discovery, integration, and testing. • Strong project management skills, with a proven ability to build, track, and deliver against detailed plans while coordinating across cross-functional teams. • Deep understanding of API-based platforms, enterprise software, and connectivity solutions (e.g. OAuth integration, API management). • Exceptional communication and interpersonal skills, with the ability to simplify complex concepts for diverse audiences. • Track record of building trusted relationships with clients and navigating complex organizations to drive collaboration and product adoption. • Highly organized and detail-oriented, with the ability to prioritize and execute tasks effectively. • Energetic and self-motivated, with a strong sense of urgency, customer-centricity and accountability.