The posting
📍 Boston (in office 3 days/week) 🤝 Professional Services 💚 Reports to VP Professional Services
We're looking for candidates in Boston, with some flexibility required for meetings in all US time zones and Europe.
At Blink, we're not just closing the digital divide; we're reconnecting distributed organisations, enabling seamless communication, and re-engaging employees like never before. Blink, a mobile-first employee experience platform, puts everything employees need right in their hands. With teams in Boston, London, and Sydney, we're making waves worldwide, partnering with industry leaders like McDonald’s, Domino’s and JD Sports.
💻 What will you be doing?
Our Professional Services team is a global team with a customer-focused ethos and a mission to deliver seamless software implementations that deliver high user adoption, engagement and instant business value. We are seeking an experienced Enterprise Delivery Manager to sit in our Professional Services team and manage the delivery of Blink to our largest US-based enterprise accounts (10,000+ users).
This role requires a blend of strategic thinking, technical expertise and relationship management to drive change and value realization for our customers. As a key Professional Service resource in the US, you will play a critical role in ensuring the successful deployment of Blink within large, complex organizations. Alongside, you will support the build-out of our broader Professional Services offerings beyond standard implementation work.
Responsibilities include:
- Lead and manage the implementation of Blink for large-scale enterprise accounts across all delivery phases, from planning to deployment to hypercare.
- Build and own deep relationships with executive and C-level stakeholders, both internally and externally, quickly establishing trust across large, complex organizations.
- Understand each customer's business priorities, concerns and motivations, and flex your approach to align with their wider strategy and initiatives.
- Support with building foundations for new professional services offerings within the team, and support Customer Success with use case discovery and scoping.
- Collaborate closely with the sales team to support RFPs and prospect conversations, offering strategic insights and ensuring alignment between customer needs and our product capabilities.
- Anticipate challenges and issues ahead of time, and take proactive steps to keep all projects on track for a successful outcome and find innovative ways to resolve pain points.
- Deliver content to support implementations, such as demos, presentations, workshops, webinars, meetings and training.
- Collaborate cross-functionally with our Product, Data & Analytics, and Engineering teams to ensure the delivery of all technical and integration components of an implementation.
- Collect and analyze customer feedback to identify trends, pain points and opportunities for product improvement, and work with internal teams to influence the product roadmap.
- Track customer satisfaction, adoption and engagement, and identify ways to continually improve the service and experience.
- Serve as a senior leader within the implementation team, mentoring junior team members and sharing best practices to elevate overall team performance.
- Apply project learnings to build and enhance our team methodology and processes, always striving to improve the customer experience.
- Share your knowledge and expertise in implementation and project management across the wider Blink team, contributing to internal implementation processes and assets.
Requirements
🚀 About you
The successful candidate will have 6+ years of experience, and you are resourceful, inquisitive and a fast learner, who can easily connect with our customers. You'll be able to pick up new concepts quickly and empathize with customer pain points. This is a senior role, involving complex projects and executive stakeholder interactions. The successful candidate will also be comfortable in a start-up environment, able to operate with a level of ambiguity, and not afraid to get hands-on in the details as needed.
- Previous experience successfully delivering software implementation projects, working with large enterprise customers within a B2B software business.
- Strong project management skills: able to consistently meet or exceed deadlines, manage multiple priorities in a fast-paced environment, and follow up with customers with clear, concise communication.
- Strong understanding of change management principles, with experience driving organizational change in large enterprises.
- Excellent communication and interpersonal skills, with the ability to influence and build relationships at all levels of an organization, including C-suite.
- Strategic thinker, able to align technology solutions with business objectives and drive measurable value.
- Strong technical and digital skills, with proficiency in data analysis and using insights to inform decision-making and strategic planning.
- Passionate about sharing insights within the team.
- Adept at influencing and persuading stakeholders at all levels of the customer organization, and successfully driving business and organizational change.
- Knowledge of SaaS software best practices and awareness of the typical customer lifecycle within the sector.
- Excited to be involved in a scaling Professional Services function and business, where you can share ideas and drive growth.
- Empathetic, sincere and emotionally intelligent about solving customer problems.
- Experience in a metric-driven environment, held accountable for the success of your projects.
- Ruthlessly organized, able to balance competing tasks, provide regular updates and represent Blink as a world-class product.
- A self-starter, eager to learn and thrive in a high-functioning team, with the autonomy to run complete, complex project lifecycles.
- Project management qualifications beneficial.
- c.20% US travel required.
Benefits
💚 Why Blink?
You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll work for a company with a strong purpose, with an ambitious and supportive team embarking on a journey most start-ups can only dream of!
Benefits include:
- A competitive salary.
- Generous equity allocations with significant upside potential.
- 20 day's leave + public holidays.
- 401(k) A generous plan to help you save for a bright future.
- Private health insurance- we'll pay for your medical, dental, and vision coverage.
- Enhanced parental leave.
- Additional time off between Christmas and New Year.
- The ability for you to grow, learn and solve a variety of challenges, working in a supportive environment with smart, talented people.
- Social events (lunches, breakfasts, nights out).
At Blink, we're committed to creating an inclusive and diverse culture where our people feel they truly belong. We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age or veteran status.
