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SENIOR CUSTOMER DELIVERY MANAGERFieldWare • Remote, Oregon, United States
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SENIOR CUSTOMER DELIVERY MANAGER

FieldWare
  • US
    Remote, Oregon, United States
  • US
    Remote, Oregon, United States
Jetzt Bewerben

Über

_FieldWare is looking to add a full-time Senior Customer Delivery Manager to our talented technology team. Our mission is to provide leading-edge software and mobile solutions that deliver operational efficiencies to criminal justice practitioners and the public safety workforce._
_While we work remotely, we operate as a highly collaborative team of professionals. Our culture encourages freedom to think creatively and for members to contribute their expertise to the entire group. We hire the best-of-the-best and provide benefits and competitive salaries._
_The ideal candidate must be capable of working independently and collaboratively. A positive, can-do attitude is a plus and would be welcomed by team members. If you enjoy wearing several hats, this is the place for you._
*REPORTS TO*
Chief Technology Officer
*JOB DESCRIPTION*
The Senior Customer Delivery Manager will be responsible for managing the successful onboarding, implementation, deployment, and ongoing adoption of FieldWare's SaaS solutions. This role serves as the primary liaison between customers, product management, engineering, and support teams throughout the customer lifecycle.
The successful candidate will lead new customer implementations, coordinate software configuration and training activities, manage customer-specific software releases, oversee deployment readiness, and gather post-release feedback to drive continuous product improvement.
This is a highly collaborative, customer-facing position requiring strong project management, communication, technical troubleshooting, and relationship management skills. The ideal candidate enjoys working directly with customers, managing multiple projects simultaneously, and ensuring successful software deployments and customer outcomes.
*RESPONSIBILITIES*
* Lead all phases of new customer implementations from project kickoff through production go-live.
* Develop and manage implementation plans, project schedules, milestones, and customer communication plans.
* Coordinate software configuration, testing, training, and deployment activities for new and existing customers.
* Manage customer-specific software release schedules and deployment activities across multiple SaaS environments.
* Coordinate user acceptance testing (UAT), validation activities, and release readiness reviews with customer stakeholders.
* Serve as the primary point of contact for customers during implementations, software deployments, and major feature releases.
* Conduct implementation meetings, training sessions, product demonstrations, and go-live readiness reviews.
* Gather, document, and prioritize customer feedback following deployments and communicate enhancement opportunities to product and engineering teams.
* Monitor customer adoption of new features and identify opportunities to improve user engagement and operational outcomes.
* Track and manage project risks, issues, dependencies, and action items to ensure successful delivery.
* Collaborate closely with software developers, QA personnel, product managers, and support staff throughout the implementation and release lifecycle.
* Assist with troubleshooting customer-reported issues and coordinate resolution efforts across internal teams.
* Maintain detailed records of customer requirements, implementation activities, testing results, and deployment outcomes.
* Contribute to the continuous improvement of implementation, release management, onboarding, and customer communication processes.
* Support multiple concurrent customer projects while maintaining a high level of organization and responsiveness.
*SKILLS AND QUALIFICATIONS*
* 3+ years of experience in software implementation, project management, customer delivery, customer success, business analysis, or related roles.
* Experience working with SaaS applications and software deployment processes.
* Strong understanding of software development lifecycles, release management, testing methodologies, and customer onboarding practices.
* Excellent communication and presentation skills with the ability to interact effectively with both technical and non-technical stakeholders.
* Proven ability to manage multiple projects, priorities, and deadlines simultaneously.
* Strong analytical, organizational, and problem-solving skills.
* Experience gathering and documenting business requirements, customer feedback, and process workflows.
* Ability to work independently while collaborating effectively within a remote team environment.
* Experience conducting customer training sessions and managing software implementations.
* Familiarity with SQL, database concepts, software QA processes, workforce management software, or technical support workflows is a plus.
* Experience working with public sector, criminal justice, public safety, workforce management, or government software solutions is a plus.
* PMP, CAPM, Agile, Scrum, or related certifications are a plus.
* College Degree or Military Service a plus.
Pay: $130,000.00 - $140,000.00 per year
Benefits:
* 401(k)
* Dental insurance
* Flexible spending account
* Health insurance
* Health savings account
* Life insurance
* Paid time off
* Vision insurance
Education:
* Bachelor's (Preferred)
Experience:
* Client-facing software delivery: 3 years (Required)
Work Location: Remote
  • Remote, Oregon, United States

Sprachkenntnisse

  • English
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