Digital Transformation Delivery Manager

Boston (in office 3 days/week)

Professional Services

Reports to VP Professional Services

We're looking for candidates in Boston, with some flexibility required for meetings in all US time zones and Europe.

At Blink, we're not just closing the digital divide; we're reconnecting distributed organisations, enabling seamless communication, and re-engaging employees like never before. Blink, a mobile-first employee experience platform, puts everything employees need right in their hands. With teams in Boston, London, and Sydney, we're making waves worldwide, partnering with industry leaders like McDonald's, Domino's and JD Sports.

What will you be doing?

Our Professional Services team is a global team with a customer-focused ethos and a mission to deliver seamless software implementations that deliver high user adoption, engagement and instant business value. We are seeking an experienced Enterprise Delivery Manager to sit in our Professional Services team and manage the delivery of Blink to our largest US-based enterprise accounts (10,000+ users).

This role requires a blend of strategic thinking, technical expertise and relationship management to drive change and value realization for our customers. As a key Professional Service resource in the US, you will play a critical role in ensuring the successful deployment of Blink within large, complex organizations. Alongside, you will support the build-out of our broader Professional Services offerings beyond standard implementation work.

Responsibilities include:

• Lead and manage the implementation of Blink for large-scale enterprise accounts across all delivery phases, from planning to deployment to hypercare.
• Build and own deep relationships with executive and C-level stakeholders, both internally and externally, quickly establishing trust across large, complex organizations.
• Understand each customer's business priorities, concerns and motivations, and flex your approach to align with their wider strategy and initiatives.
• Support with building foundations for new professional services offerings within the team, and support Customer Success with use case discovery and scoping.
• Collaborate closely with the sales team to support RFPs and prospect conversations, offering strategic insights and ensuring alignment between customer needs and our product capabilities.
• Anticipate challenges and issues ahead of time, and take proactive steps to keep all projects on track for a successful outcome and find innovative ways to resolve pain points.
• Deliver content to support implementations, such as demos, presentations, workshops, webinars, meetings and training.
• Collaborate cross-functionally with our Product, Data & Analytics, and Engineering teams to ensure the delivery of all technical and integration components of an implementation.
• Collect and analyze customer feedback to identify trends, pain points and opportunities for product improvement, and work with internal teams to influence the product roadmap.
• Track customer satisfaction, adoption and engagement, and identify ways to continually improve the service and experience.
• Serve as a senior leader within the implementation team, mentoring junior team members and sharing best practices to elevate overall team performance.
• Apply project learnings to build and enhance our team methodology and processes, always striving to improve the customer experience.
• Share your knowledge and expertise in implementation and project management across the wider Blink team, contributing to internal implementation processes and assets.