Manager of Customer Delivery

Required Manager of Customer Delivery
About the Role:
The Customer Delivery Manager plays a key role in the Sales organization, ensuring the smooth and successful onboarding of new merchants onto our fintech platform.
You will lead a team responsible for managing the technical and operational delivery of merchant integrations; bridging the gap between Sales, Product, and Engineering.
This role requires a strong mix of commercial acumen, data-driven decision making, and delivery excellence. Youll ensure that each onboarding project is executed efficiently, supports the companys revenue goals, and delivers measurable client value.
Key Responsibilities:
1. Team and Project Leadership
Lead a team of Customer Delivery Managers responsible for onboarding new merchants and partners.
Manage end-to-end delivery timelines, ensuring smooth implementation of our payment and fintech solutions.
Act as the main escalation point for onboarding challenges, driving fast resolution and maintaining client confidence.
Oversee multiple projects simultaneously, ensuring consistency, quality, and operational readiness.
Foster a culture of accountability, collaboration, and continuous improvement within the delivery team.
2. Commercial Orientation
Work closely with Sales leadership to align delivery priorities with commercial goals and revenue targets.
Support the sales process by providing input on delivery feasibility, timelines, and scope.
Identify opportunities for upsell, cross-sell, and long-term value creation during the onboarding process.
Monitor project profitability and resource efficiency, ensuring commercial objectives are met.
Partner with the Revenue Operations team to forecast delivery capacity and improve sales-to-delivery handover.
3. Data Analytics & Performance Optimization
Leverage data and analytics to measure delivery performance, merchant onboarding speed, and activation success rates.
Develop dashboards and reports to track key onboarding KPIs (e.g., time-to-go-live, merchant activation rate, issue resolution time).
Analyze trends and identify process bottlenecks using data insights, driving operational improvements.
Collaborate with cross-functional teams to translate analytics into actionable strategies that enhance merchant experience.
Use a data-driven approach to optimize workflows, improve efficiency, and reduce onboarding friction.
4. Cross-Functional Collaboration
Act as the key link between Sales Engineering, Account Managemnt, Product, Compliance, and Operations teams.
Ensure seamless coordination of technical integrations and merchant readiness.
Contribute to product feedback loops by sharing client and onboarding insights with Product and Engineering teams.