Position title

Senior Customer Success & Delivery Manager (Account Owner – Implementations and PMO)

Description

About Us

ITOrizon is a global consulting and technology company that helps enterprises design, implement, and optimize complex supply chain and digital transformation initiatives. Headquartered in Atlanta, USA, with offices in India (Bengaluru) and the UAE (Sharjah), we partner with global clients across retail, manufacturing, logistics, and distribution sectors.

We combine deep domain expertise with modern technology to deliver practical, scalable solutions. Our teams work across strategy, implementation, and managed services — helping organizations adopt leading platforms such as Oracle, Manhattan, Blue Yonder, and our next-generation composable enterprise platform, Karolium.

Role Overview

We are seeking a Senior Customer Success & Delivery Manager to own end-to-end customer
implementations, drive program governance (PMO), and ensure customer success and account
growth.

This role combines:

Account Ownership
Program / Project Management (PMO)
Customer Success Leadership

You will act as the single point of accountability for delivery, customer satisfaction, and long-term engagement success.

Key Responsibilities

Customer Implementation & Delivery Ownership

Own end-to-end implementations from kickoff to go-live and stabilization
Act as Program/Project Manager (PMO) managing:
- Scope, timelines, dependencies, risks, and deliverables
Create and maintain:
- Implementation plans
- RAID logs
- Governance cadence and status reporting
Ensure on-time, on-scope, and high-quality delivery
Coordinate cross-functional teams:
- Product, Engineering, Data, and Support

Customer Success & Relationship Management

Serve as the primary point of contact post-sale
Build strong relationships with:
- Stakeholders
- Sponsors
- Operational teams
Drive:
- Customer adoption
- Value realization
- Customer satisfaction
Identify and mitigate risks to customer success
Enable customer referenceability and long-term partnerships

Account Growth & Commercial Ownership

Identify and drive account expansion opportunities
Partner with Sales on:
- Renewals
- Upsell and cross-sell initiatives
Translate customer needs into:
- New projects
- Change requests
- Scalable solutions
Contribute to:
- SOW creation
- Estimation and planning

Governance, PMO & Reporting

Establish and manage program governance frameworks
Run:
- Weekly reviews
- Executive steering committees
Track and report:
- Delivery health
- Risks
- Financials
- Outcomes
Ensure adherence to:
- PMO standards
- Delivery frameworks
- Contractual commitments
Own escalation management and resolution

Customer Engagement, Time Zone & Travel

Work across global customer time zones (US, EMEA, APAC)
Travel to customer locations for:
- Kickoffs
- Go-lives
- Executive reviews
Represent ITOrizon as a trusted delivery and success partner

Required Skills & Expertise

5+ years in:
- Customer Success
- Delivery / Program Management
- Account Management
Proven experience managing end-to-end implementations
Strong expertise in PMO practices:
- Planning, tracking, risk management, governance
Experience handling enterprise customers and multi-stakeholder environments
Ability to balance:
- Delivery execution
- Customer success
- Account growth
Strong communication and executive-level stakeholder management skills
Functional understanding of technology platforms and implementations
Willingness to work in customer time zones and travel

Preferred Qualifications

Experience in enterprise software, SaaS, or digital transformation programs
Exposure to supply chain, manufacturing, or operations domains
Certifications:
- PMP
- PRINCE2
- SAFe
Experience with global delivery teams

Ideal Candidate Profile

Strong ownership mindset and accountability for customer outcomes
Ability to act as both:
- Customer advocate
- Internal delivery leader
Structured, disciplined, and calm under pressure
Commercially aware with a focus on account growth
Comfortable with high-touch customer engagement and travel

Why Join Us?

Own strategic customer accounts with direct impact on delivery and revenue
Work at the intersection of:
- Delivery
- Customer Success
- Account Growth
High visibility with leadership and customers
Clear career path into:
- Account Leadership
- Program Management Leadership
- Services Leadership