Used Tools & Technologies
Not specified
Required Skills & Competences
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Software Development @ 6
DevOps @ 6
GitHub @ 3
AWS @ 3
Azure @ 3
Communication @ 6
ServiceNow @ 3
API @ 3
Project Management @ 6
LLM @ 3
Agile @ 6
AI @ 3
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Details
About Glean
Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business.
At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean’s agentic capabilities—AI agents that automate real work across teams by accessing enterprise and world data, structured and unstructured, historical and real-time.
About the role
Glean is seeking a Delivery Excellence Manager (DEM) who will lead and orchestrate successful implementations and long-term customer engagements, making customers wildly successful. The DEM is responsible for ensuring efficient technical deployment, delivering proactive strategic guidance, and building and delivering against joint success plans. DEMs collaborate closely with Account Executives, AI Outcomes Managers, Solution Architects, Support, and R&D on scoped engagements.
Responsibilities
- Help customers achieve real business outcomes through the use of AI.
- Serve as the primary lead on new customer deployments including hands-on guidance for the setup of SSO and connectors.
- Own end-to-end delivery from kickoff to go-live through renewal, ensuring clarity on expectations, timelines, and services budget for all stakeholders.
- Create and execute joint success plans that drive additional adoption, deepen engagement, and result in measurable business value; overall program management.
- Develop, communicate, and execute tailored project plans; facilitate cross-functional collaboration across delivery, operations, and technical teams.
- Provide a blend of technical guidance and strategic partnership, acting as escalation manager when necessary.
- Monitor and report on deployment progress, customer adoption, and satisfaction metrics.
- Proactively identify risks or blockers and drive resolution—escalating internally when appropriate.
- Guide and document improvements for onboarding processes, playbooks, and best practices.
- Contribute to continuous process and product improvements by providing actionable feedback and participating in internal initiatives.
Requirements
- 3+ years of experience in technical deployment, implementation management, or technical account management of SaaS products.
- Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices.
- Must hold one of the following certifications: AWS Certified Cloud Practitioner, Microsoft Certified Azure Fundamentals, or Google Cloud Digital Leader.
- 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.
- Proven experience serving enterprise clients in both strategic, consultative and tactical, hands-on roles.
- Experience with process documentation, playbooks, and continuous improvement initiatives.
- Solutions-oriented mindset; trusted advisor with capability to own escalations.
- Capable of handling ambiguity and thriving in a fast-paced environment.
Location
- Remote role; must be located in the US Central timezone.
Compensation & Benefits
- The standard OTE range for this position is $120,000-$170,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.
- Benefits include Medical, Vision, and Dental coverage, generous time-off policy, 401(k) contribution opportunity, a home office improvement stipend, and annual education and wellness stipends. The company also runs regular events and provides daily lunches.
Notes / Integrations Mentioned
Glean integrates with and is used across platforms such as Microsoft Teams, Zoom, ServiceNow, Zendesk, and GitHub; the platform exposes robust APIs and supports 100+ enterprise SaaS connectors.