Delivery Excellence Manager - Central

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.

Role overview

Glean is seeking a Delivery Excellence Manager (DEM) who will lead and orchestrate successful implementations and long-term customer engagements, ensuring efficient technical deployment, proactive strategic guidance, and delivery 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 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 stakeholder expectations, timelines, and Services budget.
• Create and execute joint success plans to drive adoption, deepen engagement, and deliver 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; act 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 feedback to continuous process and product improvements and participate 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 capable of owning escalations.
• Comfortable handling ambiguity and thriving in a fast-paced environment.

Location

This role is hybrid (4 days a week in our Nashville office).

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.

Glean offers a comprehensive benefits package including Medical, Vision, and Dental coverage, generous time-off policy, 401(k) plan participation, a home office improvement stipend, annual education and wellness stipends, regular company events, and daily lunches.

Equal Opportunity

Glean is committed to an inclusive and diverse workplace and does not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.