Delivery Manager - New Customers

Directly San Francisco , CA 94118

Posted 5 months ago

Do you love to win? Do you enjoy leading a team and taking action for success? Are you analytical with a keen ability to create narratives and present data to spur action? Do you thrive in fast-paced environments and love being in control of results? Then this opportunity as the Delivery Manager for New Customers is for you!

Our Delivery Manager for New Customers will have key responsibility for launching all new customers on our platform. She or he will develop a plan with Sales, Services, and our enterprise customers (like Airbnb, Microsoft, and Samsung) to successfully achieve the desired outcome of the trial goals. This energetic and inspiring team player will make a huge impact on the growth of our business by overseeing all facets of Directly implementation solutions, driving cross-functional teams, and providing strategic insights into our launch process.


  • Primary role is to lead all facets of the initial implementation of Directly's solution from design, through launch, to customer acceptance and experience

  • Lead a virtual team of sales, technical services, and expert operations to coordinate all activities and customer communication

  • Set strategy in conjunction with Sales and Services, and direct company assets as needed for a successful launch and test

  • Engage enterprise clients at multiple levels including executive, technical, and operational. Requires strong leadership and communication skills both for internal resources and leading client

  • Problem solve in real time and use strong analytical skills to continuously evaluate the program and make immediate adjustments for success

Required Experience:

  • 5-7+ years client facing role including customer success, sales, consulting, launch, project management, or program implementation in a technical field

  • Industry experience in ChatBots, Virtual Agents, CX, Customer Support or related domains

  • Bachelor's Degree required, MBA preferred

  • Additional training in customer management, sales skills, project management is a plus

Attributes and Skills:

  • Customer leadership: ability to lead customers in preferred path of a successful implementation using data, persuasion, and influence

  • Analytical skills: ability to review, interpret, and formulate narratives around test results data and develop key action items to drive data results. Intimate knowledge of GoogleSheets or Excel required

  • Presentation skills: ability to create comprehensive presentations incorporating data-supported, decision-driving material that influences the customer to move in a preferred direction

  • Team leadership skills: ability to actively lead a virtual project team with direction, assignments, and accountability

  • Communication skills: ability to effectively and skillfully communicate key materials and information at an executive level, both verbally and written

  • Adaptability: ability to continuously monitor situational circumstances and make immediate changes as needed to adapt to a new, fast-paced environment

Directly is a leader in support automation, helping enterprise companies launch and train virtual agents that double their automation rate. Companies like Airbnb, Microsoft, and Samsung use our expert-in-the-loop AI platform to tap the expertise of their most experienced customers, delivering content, training, and answers to their virtual agent to significantly boost performance.

Our platform delights customers with knowledgeable, personalized, and empathetic support interactions while creating new economic opportunity for people in the AI era. We integrate with leading CRM applications, messaging applications, and virtual agents.

Directly is based in San Francisco and backed by Microsoft's M12 Ventures, True Ventures, Costanoa Ventures, and Northgate Capital. We've got a an amazingly talented team focused on collaboration and melding together creativity, technology, and data-driven insights. Come join Directly and contribute to our culture of curiosity, authenticity, and innovation!

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Delivery Manager - New Customers