Manager, Customer Delivery
WFA Digital Insight
As demand for data-driven solutions grows, companies like Fivetran are scaling their customer delivery teams. With a 25% increase in remote data management roles over the past year, this is an exciting time for professionals with a background in delivery excellence and technical expertise. Fivetran's commitment to innovation and AI-led transformation makes this role particularly compelling for those looking to drive change. Before applying, candidates should be prepared to showcase their experience in driving operational rigour, leading high-performing teams, and navigating complex technical landscapes.
Job Description
About the Role
The Manager, Customer Delivery role at Fivetran represents a unique opportunity to lead the charge in delivering exceptional customer experiences through data-driven solutions. As a key member of the EMEA team, you will be responsible for driving operational excellence, innovation, and AI-led transformation across the Delivery Services organisation. Your primary objective will be to ensure customers realise value quickly and at scale, leveraging Fivetran's cutting-edge technology to power the modern data stack.In this role, you will lead a team of Customer Onboarding Managers (COMs) and Resident Solution Architects (RSAs), owning the end-to-end delivery motion across scoping, execution, and customer outcomes. Your expertise in technical delivery, commercial impact, and strategic transformation will be crucial in shaping how Services are delivered, scaled, and sold. You will be expected to bring rigour, introduce new ways of working, and seek to embed AI both into how the team operates and how they deliver for customers.
Fivetran's mission to make access to data as simple and reliable as electricity is more relevant today than ever. With thousands of companies leveraging their technology every day to become truly data-driven, the impact of this role cannot be overstated. As a leader in this space, you will play a critical role in evolving how Fivetran executes and supports its customers, driving innovation, and closely supporting the team to achieve exceptional results.
What You Will Do
- Drive operational excellence and delivery excellence across the Delivery Services organisation
- Lead and evolve the implementation and advisory function across EMEA, ensuring customers realise value quickly and at scale
- Own end-to-end accountability for Delivery Services, including scoping accuracy, delivery-to-scope, and delivery-to-budget
- Improve time-to-value (TTV) and reduce time-to-launch (TTL) across all customer engagements
- Drive utilisation and resource efficiency across the team
- Proactively manage risks, remove blockers, and act as a point of escalation from a Services perspective for customers and internal stakeholders alike
- Establish and enforce best-in-class delivery processes, tooling, and governance
- Introduce new ways of working and seek to embed AI both into how the team operates and how they deliver for customers
- Develop and maintain strong relationships with key stakeholders, including customers, sales teams, and internal partners
What We Are Looking For
- Proven experience in leading high-performing teams in a technical delivery or consulting environment
- Strong background in driving operational excellence, innovation, and transformation
- Expertise in technical delivery, commercial impact, and strategic transformation
- Experience in navigating complex technical landscapes and driving change
- Excellent communication, interpersonal, and leadership skills
- Ability to work in a fast-paced environment and adapt to changing priorities
- Strong analytical and problem-solving skills, with the ability to manage multiple priorities and deadlines
- Proficiency in Excel and other productivity tools
- Experience working in a remote or distributed team environment
Nice to Have
- Experience with data management and analytics tools
- Knowledge of cloud-based data platforms and technologies
- Certification in a relevant field, such as data science, engineering, or consulting
- Experience working in a startup or scale-up environment
- Fluency in multiple languages
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a cutting-edge technology company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to the latest tools and technologies
- Recognition and reward for outstanding performance
- Comprehensive health and wellness programs
- Generous parental leave and family-friendly policies
- Annual stipend for professional development and education
- Opportunity to work with a global team and make a real impact
How to Stand Out
- Develop a strong understanding of Fivetran's technology and its applications in the data management space.
- Be prepared to showcase your experience in driving operational excellence and innovation in a technical delivery environment.
- Highlight your ability to lead high-performing teams and navigate complex technical landscapes.
- Emphasise your expertise in technical delivery, commercial impact, and strategic transformation.
- Prepare examples of how you have introduced new ways of working and embedded AI into delivery teams.
- Research Fivetran's company culture and values to understand their expectations and how you can contribute to the team's success.
- Be ready to discuss your experience working in a remote or distributed team environment and how you stay connected with colleagues and stakeholders.
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