Delivery Excellence Manager (APAC hours)

You will be joining Glean, a Work AI platform that aims to help everyone work smarter with AI. Glean offers an ecosystem that includes intelligent Search, an AI Assistant, and scalable AI agents on a secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean provides organizations with the infrastructure to govern, scale, and customize AI across their entire business without vendor lock-in or costly implementation cycles. As a Delivery Excellence Manager (DEM) at Glean, your primary responsibility will be to lead and orchestrate successful implementations and long-term customer engagements, ensuring that customers achieve real business outcomes through the use of AI. Your role will involve collaborating closely with Account Executives, AI Outcomes Managers, Solution Architects, Support, and R&D on scoped engagements. **Key Responsibilities:** - Lead new customer deployments, including hands-on guidance for the setup of SSO and connectors - Manage end-to-end delivery from kickoff to go-live through renewal, ensuring clarity on expectations, timeline, and services budget - Create and execute joint success plans to drive additional adoption, deepen engagement, and result in measurable business value - Develop tailored project plans, facilitate cross-functional collaboration, and provide technical guidance and strategic partnership - Monitor deployment progress, customer adoption, and satisfaction metrics - Proactively identify risks or blockers and drive resolution, escalating internally when necessary - Guide and document improvements for onboarding processes, playbooks, and best practices - Contribute to continuous process and product improvements by providing actionable feedback **Qualifications Required:** - 3-5 years of experience in technical deployment, implementation management, or technical account management of SaaS products at Enterprise customers - Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices - Familiarity with cloud platforms (AWS, GCP, or Azure) and related services - Excellent analytical and problem-solving skills with a focus on troubleshooting technical issues and building consensus around outcomes and success measures - Strong organizational, project management, and communication abilities - Experience serving enterprise clients in both strategic, consultative, and hands-on roles - Solutions-oriented mindset with the ability to own escalations and handle ambiguity in a fast-paced environment - Thrive in a customer-focused, cross-functional environment, being a team player and willing to take on impactful tasks - Strong verbal and written communication skills for collaboration between customers and technical and non-technical stakeholders - Curiosity and tenacity If you are excited to shape how the world works and want to contribute to a team that is bringing Work AI to every employee in every company, this role at Glean could be the right fit for you. Please note that this position will require you to work in APAC hours.,