Customer Delivery Manager

CSG Systems; Northern (KY); Hybrid; USD 51,000 - 81,000; Full time

Job summary

CSG Systems is seeking a Customer Delivery Manager to resolve customer business and technical challenges across the CSG product portfolio, maximizing value and shaping critical processes. This role acts as a product and technical SME, connecting business needs with technology-driven solutions to enhance user experience with our solutions.

You will coordinate with Product, Engineering, Support, Professional Services, and Customer Relationship Managers to deliver successful outcomes and drive

Qualifications

• Bachelor’s degree in business, CS, or related field.
• Experience in SaaS or technology services environments.
• Strong presentation, facilitation, and executive communication skills.

Responsibilities

• Serve as primary operational contact and trusted advisor for customers.
• Leverage product expertise and best practices to optimize processes.
• Lead cross-functional customer initiatives with Product, Engineering, Support, and Services.
• Drive customer success through proactive health, performance, risks, and escalations.
• Develop solution recommendations and identify adoption opportunities.

Skills

Customer success

Communication

Project management

Stakeholder management

Risk management

Education

Bachelor's degree in business or CS

Tools

Microsoft Office

Job description

The Customer Delivery Manager is responsible for resolving our customers’ business and technical challenges related to the CSG product portfolio by maximizing the value and the associated processes, best practices, procedures and services. The Customer Delivery Manager is a CSG product and technical SME and functions as an integrator between business needs and technology driven solutions. This role identifies and collaborates with others on the development of solutions to small to mildly-complex business problems, shaping solutions, designing and re-engineering critical processes as necessary and participating in the transformation of the way a customer best adopts our solutions. Executed correctly, this role enhances the overall user experience of the CSG product portfolio.

Responsibilities

• Serve as the primary operational contact and trusted advisor for assigned customers, building strong relationships, and ensuring successful delivery, adoption, and ongoing value realization from CSG solutions.
• Leverage CSG product expertise, industry best practices to help customers optimize business processes, solve operational challenges and achieve desired business outcomes.
• Lead and coordinate cross functional customer initiatives by partnering with Product, Engineering, Support, Professional Services, and Customer Relationship Managers to deliver successful solutions and resolved business and technical issues.
• Drive customer success through proactive management of customer health, service performance r, risks, escalations, and continuous improvement opportunities.
• Manage customer projects and strategic growth opportunities by developing solution recommendations, facilitating customer reviews, and identifying opportunities for increased adoption and additional services.

Requirements

• Have a bachelor’s degree in business, Computer Science related field, or equivalent experience with a minimum of 1 year of product, solutions, and/or technical customer support experience in a comparable environment.
• Have expertise in the following areas: Output, eCare, IM and Payment Manager related products.
• Have experience managing customer relationships in a SaaS, technology, telecommunications, or managed services environment and are proficient utilizing Microsoft Office suites.
• Can manage multiple customer priorities simultaneously while maintaining attention to detail and meeting deadlines and can travel to site locations 10% of time if needed.
• Have demonstrated experience leading customer-facing initiatives and driving successful business outcomes.
• Have strong presentation, facilitation, and executive communication skills.
• Have the ability to influence without direct authority and can collaborate effectively across cross-functional teams.
• Have experience with issue management, customer escalations, and risk mitigation practices.
• Have familiarity with customer success methodologies, project management principles, and change management concepts.
• Are proficient in English in a business environment.

Position Pay Range: This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience. $50,822.79-$81,314.77 This role is eligible for a bonus opportunity.

Location(s): US.NE.Remote

Accommodation: If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at [phone] or email us at [e-mail]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Applications will be accepted for at least 5 days from original posting date.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

CSG is an Affimative Action, Equal Opportunity / Veteran / Disabled / Female / Minority / Sexual Orientation / Gender Identity Employer. CSG does not discriminate on the basis of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law, are not taken into account in any employment decision. CSG will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.