About Measurabl

Measurabl has developed the leading ESG (environmental, social, governance) data management solution for commercial real estate—and we’re looking forward to doing so much more! Our team is a diverse group of innovators, leaders, and creators who are passionate about the work we do. We believe technology plays a central role in creating a sustainable, equitable world, and we’re working to build something that matters.

Overview:

The Customer Delivery Manager is accountable for customer onboarding and the successful delivery of our solutions post-sale, ensuring that customers realize the full value of our products and are highly satisfied with their experience. In this role, you will lead the onboarding process from start to finish, coordinating internal teams and guiding clients through onboarding, data collection, and on-going solution deployment.

Your role is critical to ensuring a seamless customer journey, from the initial handoff from Sales through to the conclusion of contracted work, ensuring the customer is retained and satisfied. Strong project management skills, attention to detail, and the ability to manage customer relationships are key to success in this position. This role is a key point of contact for our customers.

Essential Functions & Responsibilities:

The essential functions and responsibilities for this position include but are not limited to, the following. Other duties may be assigned as needed.

Onboarding & Project Management

• Ownership of Delivery: Lead all post-sales activities related to customer onboarding and solution delivery, ensuring customer satisfaction and successful deployment of solutions. Roles may be specific to product lines as the business strategy requires.
• Project Workflow Management: Develop and execute detailed project plans for each customer, customizing workflows to meet specific customer needs and ensuring all milestones are met.
• Stakeholder Coordination: Organize and lead internal teams, including Data Services and Sustainability Reporting, to ensure alignment on project timelines, deliverables, and customer goals.
• Customer Data Management: Guide customers through data collection process and needs, ensuring that all necessary information is gathered in a timely manner to support a smooth, efficient implementation in coordination with the Data Services team.
• Customer Communication: Serve as the primary point of contact for customers throughout the onboarding and delivery phases, maintaining regular communication to provide updates and address any concerns.

Service Delivery & Collaboration

• Cross-Functional Collaboration: Work closely with cross-functional teams to ensure that all aspects of the service delivery align with customer expectations. Hold regular internal and external meetings to track progress.
• Successful Handoffs: Work closely with Sales team to ensure all customer needs and details are documented. Provide pre and post-sales assistance to ensure customer expectations are set and game plans and proper scoping of solutions are completed.

Customer Experience & Risk Management

• Customer Satisfaction: Ensure that customers receive the full value of their solutions by delivering a high-quality onboarding experience, properly managing the process and expectations, and resolving issues promptly. This role is the first point of issue resolution.
• Risk Identification: Identify and proactively address risks during the implementation process, collaborating with the Account Management team to ensure timely resolution.
• Training & Upskilling: Lead customized training sessions tailored to each customer’s needs to ensure they are equipped to maximize the use of the solutions post-implementation.

Data & Reporting

• Data Integrity: Ensure that all customer data collected during the onboarding process is accurate and complete, work with internal teams to ensure it meets the required standards, and report status to the customer on a regular basis with the Account Manager.
• Reporting & Documentation: Maintain up-to-date documentation of all customer interactions, progress, and outcomes. Provide detailed project reports to internal stakeholders as needed.

Ongoing Support & Process Improvement

• Continuous Improvement: Actively seek opportunities to improve the onboarding and implementation processes, providing feedback to internal teams on how to optimize service delivery.
• Customer Playbook: Maintain and update a customer playbook to reflect the status of each implementation project and track key milestones.

Education & Experience:

We have identified the following programs, experience, and knowledge that have helped others find success in this role at Measurabl. We understand though that knowledge comes from many forms of learning and experiences. Above all, we consider a person’s potential impact in the role and value their unique path to this point in their career.

• Education: Bachelor’s degree required, preferably in Business, Project Management, Sustainability, or related fields.
• Experience:
• • 5+ years of experience in project management or customer delivery or customer success roles, ideally within a SaaS or technology environment.
  • Demonstrated success managing complex customer implementations is preferable; a track record of delivering complex projects on time and within scope is required.
  • Experience working with ESG reporting, sustainability initiatives, or commercial real estate is a plus. A working knowledge of Sustainability reporting frameworks is required within 30 days of starting this role.
• Skills:
• • Strong project management and organizational skills, with the ability to manage multiple customer projects simultaneously.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with both customers and internal teams.
  • Detail-oriented, with strong problem-solving abilities and a customer-centric approach.
  • Proficiency in project management tools (Jira) and CRM systems (Salesforce).
• Additional Requirements:
• • A proactive curiosity to continue learning and ability to self direct work and accountability.
  • Ability to manage cross-functional teams and deliver solutions in a fast-paced environment.
  • Willingness to travel as needed for customer meetings and implementation activities.
  • Strong understanding of customer service and solution delivery best practices.

Supervisory Responsibility:

• This job has no supervisory responsibilities

Compensation Range:

• £72,000 to £85,000

Perks & Benefits (EMEA based):

• Unlimited Time Off
• Benefits in line with your local country requirements
• Holiday Paid Time Off (A week of Holiday in December included)
• 100% fully remote
• Flexible work hours
• £670 or €790 office set up fund for new employees
• Monthly phone & internet reimbursement
• Stock options
• Bonus potential

Equal Employment Opportunity (EMEA based):

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

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