Senior Customer Tech Leader - SaaS Delivery (Hybrid)

BI WORLDWIDE; Edina (MN); Hybrid; USD 75,000 - 110,000; Full time

Job summary

BI WORLDWIDE is seeking a Senior Customer Technology Manager to lead technology delivery for strategic accounts at our Minneapolis Metro headquarters in a hybrid model (3 days in office, 2 days remote).

The Sr. CTM serves as the technology leader and trusted advisor for responsible customer accounts, delivering SaaS solutions while guiding cross-functional teams across Client Services, Operations, Products, Engineering, QA, and Security.

Qualifications

• 7+ years of experience leading customer-facing technology, SaaS, or application delivery initiatives.
• Strong understanding of web applications, databases, integrations, APIs, and software development processes.
• Experience leading large cross-functional teams and influencing stakeholders without direct authority.
• Proven ability to manage multiple complex initiatives while balancing scope, budget, timelines, and quality.
• Strong customer-facing communication and presentation skills, including experience with executive audiences.
• Experience supporting production environments and managing operational risk.
• Excellent organizational, analytical, and problem-solving skills.
• Ability to thrive in a fast-paced environment while managing multiple priorities.

Responsibilities

• Serve as the primary technology contact and trusted advisor for assigned customer accounts.
• Lead cross-functional teams through solution design, implementation, enhancement, and ongoing support.
• Partner with customers and internal stakeholders to define technology strategy, incentives, priorities, timelines, and roadmaps.
• Manage project scope, budgets, timelines, risks, and resource coordination.
• Oversee production support, incident management, issue resolution, and root cause analysis.
• Drive requirements gathering, solution design, and documentation of business and technical needs.
• Ensure adherence to security, privacy, compliance, and data governance standards.
• Provide director-level communication, status reporting, and escalation management.
• Identify opportunities for automation, operational efficiencies, platform improvements, and revenue growth.
• Present recommendations, technical solutions, and business impacts to customers and internal leadership.

Skills

Customer-facing technology leadership

SaaS delivery

Cross-functional leadership

Executive communication

Operations risk management

Problem solving

Tools

APIs

Databases

Web applications

Job description

BI WORLDWIDE is seeking a Senior Customer Technology Manager to lead technology delivery for strategic accounts at our Minneapolis Metro headquarters in a hybrid model (3 days in office, 2 days remote).

The Sr. CTM serves as the technology leader and trusted advisor for responsible customer accounts, delivering SaaS solutions while guiding cross-functional teams across Client Services, Operations, Products, Engineering, QA, and Security.