[Hiring] Delivery Excellence Manager @Glean

Role Description

Glean is seeking 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.

• 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 through renewal, ensuring clarity on expectations for all stakeholders, timeline, and services budget
• Create and execute on joint success plans that drive additional adoption, deepen engagement, and result in measurable business value
• 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

Qualifications

• 3+ 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
• Must hold one of the following certifications: AWS Certified Cloud Practitioner, Microsoft Certified Azure Fundamentals, or Google Cloud Digital Leader
• 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 remote (must be located in US Central timezone)

Compensation & Benefits

• The standard OTE range for this position is $120,000-$170,000 annually
• Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience
• Certain roles may be eligible for variable compensation, equity, and benefits
• We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan
• Home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing
• Vibrant company culture through regular events, and healthy lunches daily