Senior Customer Success & Delivery Manager (Account Owner – Implementations and PMO)

ITOrizon; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A global consulting firm in Bengaluru is seeking a Senior Customer Success & Delivery Manager to own end-to-end customer implementations. This role requires managing program governance, ensuring high-quality delivery, and building strong relationships with stakeholders. Ideal candidates will have a strong ownership mindset, project management experience, and a focus on account growth. The position offers opportunities for travel and engagement with global customers.

Qualifications

• Strong ownership mindset and accountability for customer outcomes.
• Ability to act as both customer advocate and internal delivery leader.
• Structured, disciplined, and calm under pressure.
• Commercially aware with a focus on account growth.

Responsibilities

• Own end-to-end implementations from kickoff to go-live and stabilization.
• Build strong relationships with stakeholders and operational teams.
• Identify and drive account expansion opportunities.
• Run weekly reviews and track delivery health.

Skills

Customer advocacy

Project management

Account growth

Strong ownership mindset

High-touch customer engagement

Job description

About Us ITOrizon is a global consulting and technology company that helps enterprises design, implement, and optimize complex supply chain and digital transformation initiatives. Headquartered in Atlanta, USA, with offices in India (Bengaluru) and the UAE (Sharjah), we partner with global clients across retail, manufacturing, logistics, and distribution sectors. We combine deep domain expertise with modern technology to deliver practical, scalable solutions. Our teams work across strategy, implementation, and managed services — helping organizations adopt leading platforms such as Oracle, Manhattan, Blue Yonder, and our next‑generation composable enterprise platform, Karolium.

Role Overview We are seeking a Senior Customer Success & Delivery Manager to own end-to-end customer implementations, drive program governance (PMO), and ensure customer success and account growth. This role combines:

• Account Ownership
• Program / Project Management (PMO)
• Customer Success Leadership

Key Responsibilities

Customer Implementation & Delivery Ownership

• Own end-to-end implementations from kickoff to go‑live and stabilization
• Act as Program/Project Manager (PMO) managing:
  • Scope, timelines, dependencies, risks, and deliverables
• Create and maintain:
  • Implementation plans
  • RAID logs
  • Governance cadence and status reporting
• Ensure on‑time, on‑scope, and high‑quality delivery
• Coordinate cross‑functional teams:
  • Product, Engineering, Data, and Support

Customer Success & Relationship Management

• Serve as the primary point of contact post‑sale
• Build strong relationships with:
  • Stakeholders
  • Sponsors
  • Operational teams
• Drive:
  • Customer adoption
  • Value realization
  • Customer satisfaction
• Identify and mitigate risks to customer success
• Enable customer referenceability and long‑term partnerships

Account Growth & Commercial Ownership

• Identify and drive account expansion opportunities
• Partner with Sales on:
  • Renewals
  • Upsell and cross‑sell initiatives
• Translate customer needs into:
  • New projects
  • Change requests
  • Scalable solutions
• Contribute to:
  • SOW creation
  • Estimation and planning

Governance, PMO & Reporting

• Establish and manage program governance frameworks
• Run:
  • Weekly reviews
  • Executive steering committees
• Track and report:
  • Delivery health
  • Risks
  • Financials
  • Outcomes
• Ensure adherence to:
  • PMO standards
  • Delivery frameworks
  • Contractual commitments
• Own escalation management and resolution

Customer Engagement, Time Zone & Travel

• Work across global customer time zones (US, EMEA, APAC)
• Travel to customer locations for:
  • Kickoffs
  • Go‑lives
  • Executive reviews
• Represent ITOrizon as a trusted delivery and success partner

Ideal Candidate Profile

• Strong ownership mindset and accountability for customer outcomes
• Ability to act as both:
  • Customer advocate
  • Internal delivery leader
• Structured, disciplined, and calm under pressure
• Commercially aware with a focus on account growth
• Comfortable with high‑touch customer engagement and travel

Why Join Us?

• Own strategic customer accounts with direct impact on delivery and revenue
• Work at the intersection of:
  • Delivery
  • Customer Success
  • Account Growth
• High visibility with leadership and customers
• Clear career path into:
  • Account Leadership
  • Program Management Leadership
  • Services Leadership