Delivery Services Manager

This role in our Delivery Services function is pivotal in ensuring our clients achieve the most value from our products, providing expert implementation and integration support. The Delivery Services Manager will work closely with our Enterprise Sales and Customer Success teams to guide clients through the implementation, seamless integration and program management of strategic upskilling programs in large organizations. This role suits professionals with a blend of technical, project management and client-facing experience and it offers the opportunity to have a significant impact on Enterprises focused on upskilling talent in the technical domains. The Delivery Services Manager will serve as a trusted advisor to enterprise clients, delivering tailored solutions tied to outcomes and fostering strong client relationships. 

Location: Udacity will consider qualified candidates currently based in the Eastern United States.

Key Responsibilities:

• Collaborate with clients and internal teams to understand program requirements and objectives, including both strategy and technical integration.
• Lead the onboarding process, including scoping, planning, and executing implementations tailored to each client’s needs.
• Plan and execute integration projects, including gathering requirements, configuring, testing, and deploying solutions.
• Communicate project status, risks, and any issues to both internal teams and clients to maintain transparency and manage expectations.
• Conduct regular check-ins with clients post-implementation to ensure continued satisfaction and optimize usage.
• Work closely with Enterprise Sales during pre-sales to provide technical insights and demonstrate integration feasibility.
• Partner with Customer Success to align on program design strategy and ensure client satisfaction throughout the client lifecycle, in many cases supporting post-deployment.
• Troubleshoot and resolve integration issues, escalating complex challenges to appropriate teams when necessary.
• Document integration processes, configurations, and client-specific customizations for future reference.
• Assist with onboarding new clients by facilitating smooth transitions and managing expectations around timelines and deliverables.
• Manage a large book of business and execute service delivery at an industry leading standard

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• 3+ years of experience in a similar integration or technical role within a SaaS or technology-focused company. 
• Prior experience in a customer-facing role in Professional/Delivery Services or Consulting.
• Familiarity with learning management systems (LMS or LXP) and HRIS.
• Strong technical proficiency with integration tools, APIs, and experience with common SaaS platforms.
• Experience executing SSO integrations with customers.
• Excellent interpersonal and communication skills, with a proven ability to work cross-functionally.
• Client-focused mindset with a strong sense of accountability and ownership.
• Project management skills and the ability to manage multiple client projects simultaneously.
• Knowledge of and experience in reporting on key metrics, distilling learning insights, and identifying opportunities for learner intervention 

Preferred Skills:

• Familiarity with cloud platforms (e.g., AWS, Azure) and databases.
• Experience in scripting or programming languages (e.g., Python, JavaScript).
• Enterprise client experience.
• Experience working within the Educational Technologies industry

Compensation: Maximum base pay for this position will be $100,000 depending on experience and location. The compensation structure is on a variable plan (80% base pay, 20% variable).