Join a company that’s leading the way in AI and automation consulting. Our portfolio spans 10+ top technologies across business applications, data, process, cloud, and AI. At Bits In Glass, you’ll do meaningful work with a supportive, driven team that loves to collaborate and celebrate wins together. Whether you’re coding, consulting or bringing bold ideas to the table, you’ll tackle real business challenges, grow your skills, and make a BIG impact.
Our growing team has earned global recognition as a Great Place to Work and received multiple industry partner awards—while keeping things fun and people-focused. If you’re looking to deepen your expertise and solve real-world problems, Bits In Glass could be the place for you. BIG is looking for a dynamic Delivery Manager to join our Solution Delivery Creatio team. This pivotal role focuses on delivering exceptional service, solutions, and value to our clients, particularly within the manufacturing and distribution sectors.
As a Delivery Manager, you’ll lead end-to-end delivery efforts, ensuring customer satisfaction and building long-term partnerships. You will be instrumental in driving the adoption of our CRM solutions, optimizing customer outcomes, and supporting clients in their digital transformation journeys. Responsibilities :
- Build and nurture strong relationships with clients, ensuring alignment with their business goals.
- Lead the delivery of CRM solutions, ensuring projects are completed on time, within scope, and deliver exceptional results.
- Collaborate with sales, product, and technical teams to define and refine customer requirements.
- Develop and execute customer success strategies, fostering adoption, retention, and long-term partnerships.
- Identify, manage, and mitigate project risks, both technical and operational, while maintaining a positive client relationship.
- Regularly assess and optimize the customer journey, identifying areas for improvement and driving enhancements to boost satisfaction.
- Utilize data analytics to measure CRM adoption, track key performance indicators, and identify new opportunities to deliver value to clients.
- Mentor, support, and lead the customer success team, ensuring alignment with organizational goals and personal growth.
- Act as a trusted advisor to clients, offering proactive recommendations to drive business growth and CRM usage.
- Continuously monitor and report on project status, adjusting strategies as needed to ensure successful delivery.
- Manage resource allocation, ensuring the efficient use of both human and technical resources for project success.
- Own customer escalations and work towards rapid, effective resolutions to ensure satisfaction.
- Drive internal process improvements to ensure the most efficient and effective delivery of customer success solutions.
Required Skill and Experience :
- 5+ years in Delivery Manager or Customer Success roles, ideally in CRM solutions for manufacturing and distribution sectors.
- Experience with CRM platforms with a strong preference for Creatio
- In-depth understanding and knowledge of manufacturing and distribution industries, understanding their unique challenges, processes, and opportunities.
- Experience leading cross-functional teams, managing complex projects, and delivering results using Agile or Waterfall methodologies.
- Demonstrated leadership skills with the ability to inspire and motivate teams.
- Strong communication skills, with the ability to articulate business value to both technical and non-technical stakeholders.
- Bachelor’s degree in Business, Information Technology, or a related field. Relevant certifications (Scrum, Agile) are a bonus.
- Strong analytical and problem-solving skills with the ability to deliver solutions that meet customer needs.
- Ability to handle customer escalations and resolve issues quickly and efficiently.
- Ability to manage multiple priorities and lead initiatives to successful completion.
BIG is a high growth Cloud Consulting firm with offices in Edmonton, Calgary, Toronto, Denver, Dallas, India and the United Kingdom. Our clients are in Canada, UK, India and the US. We are a team of experienced IT professionals who specialize in providing business value to organizations looking at leveraging modern platforms such as Pega, Appian, MuleSoft and Boomi. Our vast experience in the IT industry and our current track record in enterprise software development, allow us to provide a full range of services to our clients. Bits In Glass helps organizations of all sizes to automate their businesses and leverage the power of the web and mobile technologies.
