Senior Customer Delivery Manager

Outsight's software solutions track the motion of people and vehicles using 3D LiDAR data.

Operators of transportation hubs like airports and train stations but also sport venues, road infrastructures and industrial sites can now access accurate and anonymous Spatial Intelligence data, inorder to improve operations and increase user safety and satisfaction.

Our international team of scientists and engineers drive the development of our solutions from Paris, San Francisco, Sophia-Antipolis (Nice) & Hong Kong. To support our global outreach, we also operate a commercial office in Spain.

You can find below an interesting link about who we are and what we do :

Insights about Outsight

Our Passenger Flow Traffic Monitoring solution is trusted by the world's leading airports and train stations across four continents, including the most renowned hubs celebrated for their operational excellence and exceptional passenger experience. We also deploy our solutions in other markets such as Tourism, Retail and Sports.

Additionally, our Car Traffic Remote Monitoring product is trusted by several Tier 1 customers, including BMW.

Context

We are seeking a Program and/or Engagement Manager to drive multiphase software and hardware deployments from kickoff to customer success transition.

In this role, you'll be responsible for end-to-end program management, project financial health, and the ultimate transition to the Customer Success stage.

Because Outsight sometimes sub-contracts hardware installation and civil engineering design during deployments, we are looking for someone who is comfortable managing sub-contractors and has experience with contract management.

You will simultaneously manage 2 to 5 enterprise customer engagements, depending on the project's scope and complexity.

Responsibilities

End-to-End Delivery: Drive multiphase software and hardware customer implementations effectively, ensuring all deadlines and contractual deliverables are met on time and within scope.

Engagement Management: Manage customer engagement during implementations, maintain close relationships with client executive teams, and effectively address and resolve escalations.

Customer Success: Oversee account transitions to Operations, ensuring successful hypercare, software utilization ramp-up, and continuous engagement. Identify stakeholders within the existing customer portfolio, and provide insights on customer needs and upcoming projects to the sales team.

Subcontractor Management: Manage subcontractors responsible for hardware, electrical, and other wiring installations.

Program Management: Facilitate standard project management methodologies for all implementations, including, but not limited to:

• Leading kickoff calls to provide a clear overview of the implementation project.
• Presenting deployment solutions effectively to diverse stakeholder groups and engaging with senior enterprise executives on both technical and business topics.
• Supporting technical teams in analyzing and resolving technical issues that arise during implementation.
• Conducting weekly status meetings and calls with customers to review progress, obstacles, and upcoming tasks.
• Delivering remote (and occasionally on-site) training sessions tailored to the end user.
• Managing post-implementation hypercare to ensure deployment success before transitioning to the customer success process (owned by this position).

• 7+ years of experience. Ideally, including 2+ years with practical experience in a Technical role - Civil Engineering and Construction Management, Network, Electrical, Industrial or Mechanical Engineering.
• 3+ years of managing construction sub-contractors, Electrical and other wiring Installation sub-contractors, HVAC, or similar fields.
• 5+ years in a client-facing delivery role, preferably within a B2B SaaS or deep-tech environment, involving IT Hardware and/or SaaS deployments.
• 2+ years experience in a Customer Success role.
• 3-5+ years of Project management with multi disciplinary teams.
• Project management certification such as PMP, Prince2 - Good to have but not mandatory.