Customer Delivery Manager

Accountabilities:: Lead and develop the Technical Solutions and Customer Delivery team, overseeing workload allocation, account assignments, team planning, performance management, and regular team meetings. Drive operational and cultural improvements across delivery activities, introducing greater project discipline, standardising processes, and rationalising implementation use cases. Optimise customer implementation processes, particularly onboarding and systems integration, to improve efficiency, consistency, and the overall customer experience. Oversee the full customer delivery portfolio, monitor the health and progress of ongoing projects, provide clear reporting to senior stakeholders, and proactively identify risks requiring escalation or intervention. Personally manage selected implementation projects, particularly complex accounts, while collaborating with the wider team to ensure successful delivery and maintain a practical understanding of day-to-day challenges. Analyse customer systems, including energy trading and risk management (ETRM) platforms, billing systems, enterprise resource planning (ERP) solutions, and customer relationship management (CRM) tools, to understand business processes and data structures. Design robust data flows and integration strategies that connect customer systems with the SaaS platform, ensuring reliable data exchange and solutions tailored to complex business environments. Contribute to integration implementation when necessary, including light scripting and workflow automation, while coordinating closely with technical specialists. Continuously identify delivery challenges and implement practical improvements, working with customers to define and execute resolution plans through to completion. Identify opportunities to address customer needs through additional platform capabilities, account expansion, and upselling, collaborating with commercial and product teams to develop suitable solutions. Contribute to cross-functional initiatives, sharing customer insights and delivery expertise to inform product development and broader business improvements. Support pre-sales activities when needed, including advising prospective customers, explaining technical solutions, and participating in product demonstrations. Requirements: A degree in a STEM discipline, providing a strong foundation in analytical thinking, structured problem-solving, and technical concepts. Experience in SaaS implementation or a role involving the analysis of complex business processes and data, such as business analysis, consulting, or auditing. Experience in energy, commodity trading, banking, or SaaS businesses is particularly relevant. Proven people management experience, including allocating workloads, coordinating teams, supporting professional development, and conducting performance assessments. Strong analytical and problem-solving skills, with exceptional attention to detail and the ability to translate complex system requirements and data structures into practical integration solutions. A solid understanding of business systems and data flows, with the ability to investigate customer environments and design effective integration approaches. Familiarity with a scripting language, preferably Python, and the ability to use large language models (LLMs) in a controlled and effective way to automate workflows and improve operational efficiency. Excellent communication and stakeholder management skills, particularly in remote environments, with the ability to collaborate effectively across technical, commercial, product, and customer-facing teams. Strong project management and organisational capabilities, including the ability to prioritise competing demands, manage tight deadlines, and maintain high-quality delivery standards in a fast-paced environment. Advanced proficiency in Excel and other office productivity tools, including PowerPoint, for data analysis, reporting, and stakeholder presentations. Fluency in English, with the ability to communicate complex topics clearly to both technical and non-technical audiences. Experience working in a startup or remote-first organisation is a strong advantage. Knowledge of energy industry systems and processes, including energy retail CRM platforms, ETRM solutions, accounting software, utility front-office operations, risk management, and back-office processes, is considered a plus. A proactive, hands-on leadership style, with the ability to balance strategic thinking and team development with direct involvement in complex customer challenges. Benefits: Remote-first flexibility: Work fully remotely from an eligible location or from a local coworking space. International team gatherings: Participate in three company-wide gatherings each year, typically held in European cities, to collaborate and connect with colleagues in person. Generous annual leave: Enjoy 30 days of holiday per year, in addition to public holidays. Physical and mental well-being: Access gym subsidies and therapy through Spill. Equity participation: The opportunity to receive share options through applicable equity schemes, including BSPCE/EMI. Meaningful professional impact: Help shape an innovative climate tech product supporting the transition to a carbon-free electricity grid. Leadership and growth opportunities: Lead a growing team, improve delivery operations, and influence how customer implementation and technical solutions scale. Cross-functional exposure: Work closely with commercial, product, and technical teams while engaging directly with enterprise customers and senior stakeholders. International working environment: Collaborate with colleagues and customers across European and international energy markets. Inclusive culture: Join a team that values diversity, different perspectives, and equal opportunities for professional growth.