Customer Delivery Manager (Remote)

Customer Delivery Manager | Oho | Australia

About Oho 

Oho protects people at their most vulnerable by equipping organisations with “know your people” intelligence using system embedded, up to date screening and always-on credentials monitoring.   

Oho is built to safeguard the care and community sectors, by verifying worker and volunteer credentials in every state and job function. Oho keeps clients safe, reduces admin burden and eliminates compliance risk that keeps Boards, leaders and parents awake at night. 

Oho has a loyal customer base, is growing fast among large customers requiring integration. We need a Customer Delivery Manager to 

• project manage on time customer implementations including system integrations that delight our customers 
• manage sprints and high velocity delivery of customer product features to support our Chief Technology Officer and distributed development team including maturing our processes  
• lead and support the small Customer Success team (1-2 people) who onboard customers to get the most out of Oho and play a contributing role in expanding and renewing customers. 

About you: 

• 2 to 5 years of experience managing delivery of sprints, product features and integrations, ideally within an HR or recruitment systems environment and in a startup or scale up. 
• Customer focused with 2+ years of managing customer expectations and implementations. 
• Lit up by the challenge and pace required to move from start up to a scale up business. You have “let’s go” energy and know how to create lean processes and get things moving quickly. 
• The “sticky tape” of start-ups doesn’t scare you off. It motivates you to fix it where it adds immediate value. 
• You have established ways of managing projects, communicating progress and are highly organised. 
• You are comfortable translating high level customer product requirements into smaller user stories. You manage sprints.  
• While others will be writing key functional specifications, you have enough experience to write great specifications that developers pick up easily 
• You are a translator and an influencer. You excel at building relationships with customers and technical teams alike. 
• Purpose and data driven with product thinking skills. 
• Strong written and verbal communication skills. 
• Bonus points, but not a ‘must have’ – if have some technical knowledge to deploy work to people with the right skills on development teams.

The role description in detail

1. Managing Customer Implementation Projects 
 

• Oversee and manage the full implementation process for large enterprise clients, on time and within scope. 
• Create and maintain project timelines and workflows, ensuring project deadlines are met and scope is adhered to. 
• Conduct project kick-off meetings, align client expectations, and set achievable milestones. You will have project administration support. 
• Define customer integration flows or configurations with known systems and validate with the CTO. 
• Ensure a smooth handover to post-implementation support after project completion. 
• Manage internal capacity to deliver customer implementations to ensure efficient allocation and timely execution of tasks. 
• Liaise with key stakeholders in customer organisations to gather requirements, provide updates, and align on deliverables. 
• Design, implement, and document workflows for customer-facing projects. 

2. Sprint delivery  

• Manage sprint planning and retro processes  
• Work in partnership with the CTO and development team on delivery of features and enhancements on time  
• Run daily stand ups and communicate progress to customer facing teams 
• Contribute to prioritisation of feature delivery, advocating for customers while balancing fixes. 

Contribute to customer onboarding, renewals and expansion 

• Manage customer accounts from the sales handover, providing continuous support and guidance throughout their lifecycle.  
• Evolve processes to be more effective as we grow. 
• Identify opportunities to expand and renew contracts and leverage revenue-generating opportunities to drive long-term relationships and business growth. 
• Develop and customise onboarding plans tailored to individual large enterprise customers and be their primary point of contact.  
• Conduct regular health checks and business reviews to ensure customers are getting value. 

3. Manage and lead 

• Lead and manage the Customer Success Representative, including regular check-ins to review workload, progress on tasks, and customer tickets. 
• Ensure that customer response times and KPIs are met, provide guidance and escalate where necessary. 
• Participate in strategy and operations development on the leadership team. 

If this sounds like you and you want to be a big part of maturing how fast and well we solve our customers’ safeguarding and credentialing problems, let’s chat. 

This role is full-time, but we are open to the right contractor for at least six months. 

Please apply here or reach out to liv.whitty@weareoho.com if you meet most of the above criteria and want to qualify whether to apply or not. We value your time as much as ours.  

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home