Technical Customer Support Advocate resolving complex issues for Procurify’s agentic procurement platform. Building AI - powered documentation, automations, integrations, and customer configurations.
About the role
- Global Delivery Manager leading delivery pods and SaaS implementations for insurance carriers. Coordinating resources, integrations, upgrades, and scalable customer deployments.
Responsibilities
- Manage end-to-end execution of concurrent carrier engagements
- Lead a core delivery pod across Apply, Sync, Illustrate, and Amplify products for insurance carrier clients
- Maintain a portfolio of projects and provide regular status updates through Jira and other communication channels
- Oversee simultaneous carrier implementations and product upgrades
- Develop project implementation blueprints per product with global and regional PMOs
- Support sales with pricing and scheduling for new carrier engagements
- Organize project initiation from sales handoff through team assignment, kickoff, and delivery
- Coordinate deliveries with Equisoft services teams and carrier stakeholders, including integrations, middleware, and technical complexity
- Own capacity planning and resource allocation for the delivery pod
- Maintain RAID logs and communicate delivery status, risks, mitigations, and dependencies
- Ensure processes are followed for product service, change requests, and UAT restructuring
- Identify, raise, mitigate, and escalate delivery risks to Global Delivery leadership
- Participate in product-suite initiatives involving data mapping, API integrations, middleware upgrades, compliance investigations, and data migrations
Requirements
- Bachelor's Degree in Computer Engineering or Information Technology, or College Diploma combined with 3 years of relevant experience
- 3+ years of project/delivery management experience
- Additional 5 years of experience in a software IT field
- Experience managing or implementing B2B SaaS software and full life cycle management projects
- Working experience with Jira for project and delivery tracking
- Experience with allocation, resource-planning, or capacity-management software
- Experience defining or tracking KPIs for billability, performance, and resource allocation
- Comfortable working with SharePoint for documentation and collaboration
- Strong general IT/systems literacy, including data mapping, APIs, and middleware
- Successfully delivered several different projects and initiatives of varying sizes, complexities, and budgets
- Customer focus mindset
- Experience working with Agile methodology
- Excellent knowledge of French or English, spoken and written
- Negotiation and problem resolution skills
- Ability to build strong networks and relationships across technology, operations, and services
- Strong organization and prioritization skills
- Analytical and problem-solving skills
- Ability to communicate, write, and synthesize information
- Ability to multitask in a rapid-paced environment
- Team spirit, tact, diplomacy, autonomy, rigor, and discipline
- Experience in insurance or wealth management is nice to have
- Experience with AI tools such as ChatGPT or Claude is nice to have
Benefits
- Career advancement opportunities
- Collaborative hybrid workspace
- Full-time permanent role
- Medical benefits available day 1
- Dental benefits available day 1
- Retirement plan available day 1
- Telemedicine program available day 1
- Employee Assistance Program available day 1
- Flexible hours
- Educational Support, including LinkedIn Learning, LOMA Courses, and Equisoft University
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