Senior Delivery Manager I - job 1 of 2

As a Senior Delivery Manager I at Braze, your main responsibilities include overseeing the onboarding process for new clients, managing a portfolio of projects, and collaborating closely with Customer Success Managers and Agency Partners. You will drive alignment between client goals and Braze's offerings, advocate for customer needs within the organization, and tailor onboarding processes to enhance customer experience.

To excel as a Senior Delivery Manager I at Braze, you should have at least three years of experience managing complex implementation projects, particularly in the SaaS industry. You should also possess solid project management knowledge, fluency in English and Spanish/Portuguese, and a track record of effective collaboration with external partners. Certifications like PMP or Agile methodologies would be a plus.

At Braze, we are committed to the growth of our team members, including Senior Delivery Managers I. We offer professional development opportunities through formal career pathing, learning platforms, and tuition reimbursement. Additionally, our collaborative culture encourages knowledge sharing and engagement with a talented team, further enhancing your growth.

The essential skills for a Senior Delivery Manager I at Braze include strong project management abilities, excellent collaborative and communication skills, the ability to influence others, and strong problem-solving capabilities. You should also have a high level of intellectual curiosity and technical domain knowledge related to our SaaS platform and its features.

The work culture at Braze is recognized for being collaborative, transparent, and fun, making it a great place for a Senior Delivery Manager I to thrive. We prioritize work-life harmony and are passionate about creating a supportive environment where every employee's contributions are valued and celebrated.

When discussing your experience, focus on specific projects where you navigated challenges and ensured successful outcomes. Highlight your coordination with multiple stakeholders, the strategies you employed for effective communication, and how you measured success post-implementation.

Explain your approach to task prioritization, such as identifying critical deadlines, assessing impact, and managing client relationships. Providing an example from your past where you successfully juggled multiple priorities can add substantial weight to your response.

Detail your method of engaging with clients, including conducting thorough needs assessments, facilitating stakeholder interviews, and using active listening skills. Emphasize your passion for learning about their challenges and how that informs your onboarding strategy.

Share your strategies for creating a customer-centric onboarding process, such as tailoring training sessions to meet client needs, setting clear expectations, and providing ongoing support. Use concrete examples to illustrate your approach and the positive outcomes achieved.

Narrate a specific instance where you identified opportunities for increased engagement with a client. Discuss the tactics you implemented, how you collaborated with internal teams, and the measurable results that followed, showcasing your impact.

Describe your conflict resolution skills, emphasizing communication and negotiation tactics. Provide an anecdote that showcases how you effectively managed a situation while maintaining client relationships and ensuring project integrity.

Discuss the key performance indicators you find essential, such as time-to-value, customer satisfaction scores, and adoption rates. Explain why these metrics matter in driving the overall success of the onboarding experience and client relationship.

Frame your answer around your ability to communicate client feedback and needs effectively to internal teams. Highlight your commitment to customer success, providing an example where your advocacy led to changes or enhancements in product offerings or services.

Describe your mindset towards ongoing enhancement and what steps you take to gather feedback from clients and team members to refine processes. Include any specific frameworks or methodologies you employ to facilitate continuous improvement.

Craft your response by aligning your values and goals with Braze's mission and culture. Highlight your enthusiasm for customer success, your desire to collaborate within a passionate team, and how you see yourself contributing to the company’s growth.