Customer Delivery Manager
| Company | Akoya |
|---|---|
| Location | Boston, MA, USA, Raleigh, NC, USA, New York, NY, USA |
| Salary | $110000 – $150000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
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.
Responsibilities
- 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 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.
Preferred Qualifications
- Background or interest in financial services, banking, or fintech industries.
- Experience working with financial institutions on onboarding and integration projects.
- Strong presentation skills, with the ability to convey value propositions and technical concepts concisely.
- Demonstrated ability to transform Customer detractors into advocates through problem-solving and relationship-building.
- Familiarity with agile/iterative software delivery methodologies.
- Positive and collaborative mindset, ability to thrive in a small, dynamic team environment.