Customer Experience Manager, Cloud Delivery

Cloud Experience Manager 

Full Time/Permanent  

Required Location: St. John’s, NL  (Hybrid: Office and Work-from-Home St. John's, NL)

Make our cloud delivery feel seamless, confident, and controlled.  

  

As Customer Experience Manager, you will own the end-to-end client experience for cloud service delivery — from quoting and implementation through go-live and support transition. This role is equal parts coordination, leadership, and customer advocacy – including both delivery leadership and operational ownership. 

 

Headquartered in St. John’s, NL, you’ll lead a delivery team and collaborate across sales, engineering, delivery, and operations to support clients across North America, the United Kingdom, and global locations. 

 

The Role  

You’ll sit at the center of cloud delivery execution, service operations, and customer experience — driving alignment across teams and acting as the primary owner of the delivery experience. Your focus is ensuring cloud solutions are delivered smoothly, meet commercial and operational expectations, and transition successfully into live production with minimal friction.  

 

Key Responsibilities  

• Own the end‑to‑end cloud delivery and go‑live experience, ensuring smooth and predictable customer launches.  

• Partner with sales to align delivery timelines, scope, and customer expectations.  

• Central lead for customer delivery experience, coordinating across sales, engineering, delivery, and operations.  

• Lead customer communications during critical moments and escalations with professionalism, transparency, and a solutions-focused approach.  

• Ensure production readiness through established standards for validation, documentation, handover, and early‑life support.  

• Advocate for customers during key moments, especially implementation and go-live.  

• Track delivery outcomes and continuously improve workflows, processes, and delivery standards.  

• Monitor SLA performance post go‑live, proactively identifying and addressing service risks.  

  

What Success Looks Like:  

• Smooth, well-coordinated customer go-lives.  

• Consistent SLA achievement and service quality.  

• Clear ownership and fewer internal and external escalations.  

• Strong customer confidence and trust in delivery and operations.  

• Timely, proactive, and transparent communications.  

  

Who You Are:  

• Experience in cloud, technology, or service delivery leadership with a strong customer experience mindset.  

• Proven success managing implementations, onboarding, go‑live, or service delivery programs.  

• Skilled at coordinating cross-functional teams across sales, engineering, delivery, and operations.  

• Experienced leader with direct reports, and a focus on coaching, accountability, and prioritization.  

• Strong customer-facing communicator, particularly during high impact events and escalations.  

• Comfortable owning delivery outcomes and acting as the central point of accountability. 

• Ability to collaborate across North American, UK, and other global stakeholders.  

• Experience with Azure or AWS cloud quoting tools is considered an asset, not required.  

• Flexibility to support after-hours or holiday work of the team when required.  

 

About Us  

At Vision33, we’re forward-thinkers. We deliver cloud-based ERP and business solutions through experienced consultants and trusted technology partners. With an award-winning global team and responsive support, we help organizations run smarter and grow faster.  

  

• Global Reach: 400+ experts helping businesses succeed around the world.  

• Proven Impact: Cloud solutions that boost efficiency, lasting growth and sustainable financial success.  

• Trusted Expertise: 1,500+ mid-market and enterprise customers count on us to modernize how they work.  

• Culture That Clicks: We put people first — supporting our customers, empowering our team, and celebrating wins together.  

  

For more information on our company, our culture, our benefits, and more, please visit our website at www.vision33.com