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Customer Success Delivery Manager

Picture2Join us at Intelledox, North America.We are growing rapidly as we aggressively expand in the North American market. Join a great team, with a blue chip customer base across government and corporate clients around the globe.

The Customer Success Service Delivery Manager oversees a number of key functions within the Customer Success team, that enables the delivery of high-quality services to Intelledox customers through our various Implementation Partners.  The position is a stakeholder facing role and requires that you establish and manage expectations with Intelledox customers and drive our Implementation Partners to achieve those expectations. The Customer Success Delivery Manager is the face of Intelledox for our clients and the escalation point of contact.

Position Responsibilities:

  • Assess client feedback by conducting evaluations in person, on the phone, or via e-mail
  • Establish policies and procedures for interfacing with Implementation Partners to drive quality and efficiencies
  • Manage Intelledox Implementation Partners to ensure projects are delivered on time, within scope, within budget, and are of high quality
  • Monitor, control, and support service delivery; ensuring methodologies and procedures are in place and followed
  • Manage the relationships between Intelledox, the Implementation Partner, and the Client
  • Work with Implementation Partners and Client to develop Statement of Work and Change Request
    • Developing project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility with the assistance of our Implementation Partners
  • Coordinate Intelledox resources with Implementation Partners as necessary
  • Responsible for reporting and presenting the status of Customer Success projects to management
  • Manage Intelledox projects that are not subcontracted to Implementation Partners

Other Responsibilities

  • Learn and understand Intelledox Infiniti
  • Perform scripted Infiniti demonstrations when necessary
  • Establish and document requirements and facilitate reviews throughout the project lifecycle
  • Interface with Technical Director and Intelledox Development to communicate Infiniti enhancements
  • Seek out additional opportunities to increase licensable revenue through discussions with Client stakeholders or observations during meetings

Required Experience and Skills


  • Minimum BS degree and 5 years of experience in planning delivery and management of software services deployments
  • Great educational background, preferably in the fields of computer science or engineering for technical project managers
  • Proven working experience as a project administrator in the enterprise software sector
  • Solid technical background, with understanding or hands-on experience in software development and web technologies
  • Strong working knowledge of Microsoft Office
  • PMP / PRINCE II certification is a plus


  • Excellent consultative and customer service skills
  • Solid organizational skills including attention to detail and multi-tasking skills
  • Proven ability to communicate with and write for audiences ranging senior executives, decision makers, project managers, and project stakeholders


  • Display initiative and self-motivation to deliver high-quality work, meeting deadlines for both internal and external customers
  • Ability to work independently, interacting closely with Australian and international colleagues
  • Leadership skills and aspirations to be successful in this unique career opportunity


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