Solution Delivery Manager (Implementation Lead)

Full-Time in San Francisco Bay Area, CA - Remote OK

Company Overview:

Promise helps utilities and government agencies create flexible and affordable solutions for customers struggling to pay off their debt. Our intuitive approach to payment plans and relief distribution leads to increased customer enrollment and recovery rates that are far higher than the industry standard. As a result, customers pay off debt sooner and with fewer penalties, and our partners reduce delinquencies and increase revenue.

The Promise team strives to treat people who are struggling with dignity and provide them with the tools and resources they need to succeed. Our expertise spans sectors: we are technology experts from companies like Google, Stripe, and Palantir, as well as accomplished government leaders. We have raised over $50 million and we’re backed by leading investors such as Kapor Capital, XYZ Ventures, Bronze Investments, First Round Capital, Y Combinator, The General Partnership (formerly Sweat Equity Ventures), Howard Schultz, and others. We're proud to have recently been chosen as one of Fast Company's "World's Most Innovative Companies of 2022."

Role Overview:

Promise is hiring a Solution Delivery Manager (Integration Lead) who is focused on creating a delightfully simple and effective implementation experience for our customers that delivers on the outcomes they care about most. Your goal is to ensure efficient and successful implementations of Promise’s payment platform in new jurisdictions that provides a delightful experience for the customer and sets them up for long term success in their program.

In this role, you will immerse yourself in the customer’s environment, collaborating with the sales team to understand what motivated customers to purchase Promise, understand what their vision of a successful program is, and get them to their launch event efficiently and happily.

You will manage multiple customer projects simultaneously, including managing the flow of project participants, documenting requirements and timelines, connecting customers with appropriate resources, managing open issues, facilitating communication across teams, and ensuring successful completion of each engagement. You will be key to successfully setting customers on their journey with Promise.

What You'll Do:

  • Build the foundations of the process that will help scale
  • Serve as project lead and primary interface and point of contact for customer during the implementation phase of the customer lifecycle
  • Design, build, and refine our delivery approach to optimize for quickest time to value, ease of implementation, and long term customer success
  • Own all of the functional aspects of customer projects including project management, documentation of requirements and timeline, resolution of open issues, communication of status and more
  • Scope and prepare Statements of Work (SOW) in coordination with the Sales team
  • Coordinate and work closely with the other members of the Promise team including Engineering, Data and Operations, Sales, and Customer Success
  • Manage all customer communication, including email, phone and face-to-face meetings throughout the implementation process
  • Become a subject matter expert on our customer’s technology, business operations, and policy landscape
  • Become a subject matter expert on Promise’s products and services
  • Gather and synthesize product feedback and trends from customers to bring back to our Product team so we can continually improve our offering

You’re a Great Fit for the Role if You Have:

  • A deep excitement about helping governments and other civic entities improve the quality of their services, especially the ones they provide to the constituents who are struggling or need help the most
  • Stellar empathetic communication skills- listening, speaking, presentation and writing skills
  • A strong ability to track multiple concurrent work threads without ever dropping tasks and with minimal supervision
  • The ability to translate needs, tasks, and requests between business and technical teams
  • The ability to set and manage customer expectations and to negotiate appropriate resolutions to issues
  • Exceptional project management and organizational skills
  • Expertise in SaaS platforms
  • Business acumen and strong consulting skills and experience
  • A knack for quickly diagnosing problems, while always keeping the big picture in mind
  • Comfort in ambiguity: you’ve worked in a startup environment or something similar where there wasn’t always clarity about what you should do next
  • 7-10 years of relevant experience working on and leading complex implementations

It’s Especially Great if You Have:

  • Good technical abilities. You definitely don’t need to code, but it’s great if you’re the kind of person who loves geeking out about thorny edge cases in a payment processing system
  • Experience in government technology, either as a member of a government agency or as a vendor
  • An understanding of policy and how it plays into our partnerships with government / civic entities

Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. In addition, the Company complies with applicable state and local laws governing non‐discrimination in employment in every jurisdiction in which it maintains facilities and is committed to diversity and inclusion in the workplace. Promise also provides reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and individuals with sincerely held religious beliefs, in accordance with applicable laws.

Due to our work with the US government, we can only hire US citizens. Candidates living in other countries need not apply.