Position: Delivery Manager
Category: Project Manager
English level: fluent
Years of experience: 6

Working in CSM department (SAAS company) increased renewal rate from 60 to 95% department wise, NRR from 60 to 105%.
Working as head of the department reviewed all contracts, perform cost optimization, and increased profitability by up to 60% (depending on contract).
Delivery Management:
Managing a portfolio of 5 products.
Managing team of 20 members (Dev, QA, DevOps, PM, PO, Support).
Department budget management. 
Costs optimization (contracts review, team composition optimization, investments in product quality, investments in auto testing, hosting costs optimization). After reviewing costs, profitability was increased by 20%. 
Presales for new products for new and existing vendors. 20% growth in contracts, 25% in revenue.
Escalation management.
Monthly sync ups with partners executive level.
Customer Success Management (EU, US, AU markets).
Contract review and negotiation for a price review and adding new products. As a result, profitability was increased by 30%.
New service offering. Revenue increased by 10% monthly

Project management:
Collecting all requirements.
Project planning.
Controlling development and QA team to be on time and on the scope.
The implementation itself (deployment on Customer’s environment, product demo, support training, onsite support for the first week of usage).
Preparing usage reports on a regular basis.
Prioritizing improvements and bugs.
Managing risks of the project.

Customer Success management:
Managing daily activities of 11 Customer Success Managers, setting goals for midyear and yearly review.
Created all processes and reports templates for the CSM department
Presale, gathering requirements, onboarding, training, adoption, health check, proactive monitoring, and overall account management for new and existing Enterprise Customers (1000+ licenses, US region).
Creating monthly usage reports and discussing overall satisfaction and feedback about product usage with Customers. 
Conducting QBRs with Customers, presenting ROI to customers’ executive level/board.
Handling all levels of escalation.
Working with customers to get references and success stories.
Preparing monthly internal reports for CSM metrics for the company board (NPS, CSAT, NRR, Renewal rate, usage statistics).
Looking for a job in both product and outsourcing company, working with Enterprise clients. Would like to become part of the company, which makes things that really matter. Preferably not startups.