What are the responsibilities and job description for the Delivery Excellence Manager- East position at gleanwork?
Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock-in or costly implementation cycles.
At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real-time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level.Recognized by Fast Company as one of the World’s Most Innovative Companies (Top 10, 2025), by CNBC’s Disruptor 50, Bloomberg’s AI Startups to Watch (2026), Forbes AI 50, and Gartner’s Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50 industries and 1,000 employees in more than 25 countries, we’re helping the world’s largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality.
If you’re excited to shape how the world works, you’ll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more - deeply embedded where people get things done. You’ll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company.About the Role:
Glean is looking for a Delivery Excellence Manager (DEM) who will lead and orchestrate successful implementations and long-term customer engagements, making our customers wildly successful. You will be responsible for ensuring efficient technical deployment, delivering proactive strategic guidance, and building then delivering against joint success plans. DEMs collaborate closely with Account Executives, AI Outcomes Managers, Solution Architects, Support and R&D on scoped engagements.
You will:
- Help our customers achieve real business outcomes through the use of AI
- Serve as the primary lead on new customer deployments including hands on guidance for the setup of SSO and connectors
- Own the end-to-end delivery from kickoff to go-live thru renewal, ensuring clarity on expectations for all stakeholders timeline, andServices budget.
- Create and execute on joint success plans that drive additional adoption, deepen engagement, and result in measurable business value. Overall program management.
- Develop, communicate, and execute tailored project plans; facilitate cross-functional collaboration across delivery, operations, and technical teams.
- Provide a blend of technical guidance and strategic partnership, acting as escalation manager when necessary.
- Monitor and report on deployment progress, customer adoption, and satisfaction metrics.
- Proactively identify risks or blockers and drive resolution—escalating internally when appropriate.
- Guide and document improvements for onboarding processes, playbooks, and best practices.
- Contribute to continuous process and product improvements by providing actionable feedback and participating in internal initiatives
About you:
- 3-5 years of experience in technical deployment, implementation management, or technical account management of SaaS products.
- Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices.
- Familiarity with cloud platforms (AWS, GCP, or Azure) and related services.
- Excellent analytical and problem-solving skills, with a focus on troubleshooting technical issues as well as building consensus around outcomes and success measures.
- Strong organizational, project management, and communication abilities.
- Proven experience serving enterprise clients in both strategic, consultative and tactical, hands-on roles.
- Experience with process documentation, playbooks, and continuous improvement initiatives.
- Solutions-oriented mindset; trusted advisor with capability to own escalations.
- Capable of handling ambiguity and thriving in a fast-paced environment.
Location:
- This role is hybrid (3 days a week in our NYC office)
Compensation & Benefits:
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.
We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.
We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.