ABOUT RETOOL:
Nearly every company in the world runs on custom software: Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. But most companies don't have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows.
At Retool, we're on a mission to bring good software to everyone. We're building a new type of development platform that combines the benefits of traditional software development with a drag-and-drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects. The result is not just productivity, but good software by default. And that's a mission worth striving for.
Today, our customers span from small startups building their first operational tools to Fortune 500 companies building mission-critical apps for thousands of users across their business. Interested in joining us? Let us know!
WHY WE'RE LOOKING FOR YOU:
Retool's Professional Services team helps our customers harness the full power of Retool - whether it is a focused Quickstart engagement to help a new customer get started, or a year long engagement where we guide technical teams to manage hundreds of production applications.
We are seeking an experienced and dynamic Services Delivery Manager to join our team. The ideal candidate will play a pivotal role in ensuring the successful delivery of professional services to our customers and will work closely with our internal team as well as implementation partner teams. This position requires a strategic thinker with excellent communication, leadership, and project management skills.
WHAT YOU'LL DO:
Provide project management for in-flight engagements:

• Lead and oversee all aspects of project delivery, including planning, execution, and closing.
• Ensure that project scope, goals, and deliverables align with customer expectations.
• Develop and manage project schedules, budgets, and resources.
• Identify and manage project risks and issues, implementing mitigation plans when necessary.
• Serve as the primary point of contact for customers during the delivery of professional services.

Ensure client satisfaction:

• Develop and maintain strong client relationships to understand their needs and expectations.
• Act as the primary point of contact for customers during project delivery.
• Manage client expectations and ensure satisfaction with delivered services.
• Collaborate with customers to identify opportunities for additional services and provide recommendations.

Drive continuous improvement in service delivery:

• Implement and maintain quality assurance processes to ensure the highest standard of service delivery.
• Monitor and evaluate project outcomes and customer feedback.
• Continuously improve service delivery processes to drive efficiency and customer satisfaction.
• Ensure clean hand-offs take place with Retool's account teams.

Manage resource allocation:

• Allocate resources effectively to ensure project success.
• Collaborate with HR and other teams to ensure appropriate staffing levels.
• Manage subcontractors and third-party vendors when necessary.

Reporting and Documentation:

• Prepare and deliver regular status reports to management and customers.
• Maintain comprehensive project documentation, including project plans, schedules, and reports.
• Ensure compliance with company policies and industry regulations.

THE SKILLSET YOU'LL BRING:

• 5 years experience with strong service delivery / project management background, preferably at an enterprise software company
• Strong written and verbal communication skills
• Previous experience in a customer-facing role
• Ability to take on open-ended problems in unstructured environments
• High-level understanding of SQL, Javascript, and APIs
• Ability to think on your feet and solve problems during calls with technical customers
• Project management certification (e.g., PMP) is a plus
• Knowledge of enterprise software, SaaS, or IT solutions

For candidates based in the United States, the annual base salary range is listed below. This salary range may be inclusive of several career levels at Retool and will be narrowed during the interview process based on a number of factors such as (but not limited to), scope and responsibilities, the candidate's experience and qualifications, and location.
Additional compensation in the form(s) of equity, and/or commission/bonuses are dependent on the position offered. Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
United States pay range
$146,600-$175,600 USD
Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!
Retool is currently set up to employ all roles in the US and specific roles in the UK. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.