Value Assurance Manager

Job Description:

What You'll Do​

Build and lead the Value Assurance function. Stand up an initial team of 1-2 field SMEs, define the diagnostic methodology, engagement standards, and deliverable templates (Health Checks, Value Scorecards, action plans).Establish quality standards so every engagement produces consistent, high-quality outputs regardless of which SME conducts it.​

Own portfolio prioritization and capacity planning. Manage the allocation of 100–125 annual site engagements across a portfolio segmented by health score, renewal timing, churn risk, and commercial opportunity. Balance competing demands from CSMs, Sales, and executive sponsors with a transparent prioritization framework.​

Drive cross-functional orchestration. Value doesn't break down inside a single team — it breaks down at the seams. Coordinate pre-engagement intelligence gathering with CSMs, hardware and installer logistics with Support, commercial follow-up with Sales, and product feedback loops with Engineering. You'll operate across every function listed in the Value Realization framework and be accountable for making sure insights from the field don't die in a trip report.

Establish reporting and executive visibility. Build the reporting cadence — weekly health signals at the account level, monthly cross-functional risk reviews, quarterly executive portfolio reviews. Translate field findings into patterns that inform company-wide decisions on product investment, support model, and customer segmentation.​

Coach and retain a specialized team. The SMEs on this team carry a rare combination of technical depth, consulting ability, and customer empathy. Your job is to develop them, enable them, and create a career path that retains this taken long-term.​

Conduct engagements yourself when needed. Particularly in the first 6 months, you'll run diagnostic engagements alongside your team — both to build the playbook from direct experience and to maintain credibility with customers and internal stakeholders.​

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What You Bring​

• 10+ years in customer-facing roles in B2B SaaS, supply chain technology, or logistics operations — with at least 3years in a team leader capacity​
• Direct experience managing teams that deliver technical, consultative engagements (Professional Services, Solutions Consulting, Technical Account Management, or equivalent)​
• Strong understanding of yard management, distribution center operations, or transportation logistics — you've spent time in yards, at gates, and on docks and understand how operational technology gets adopted (or doesn't) at the site level​
• Demonstrated ability to build programs from scratch — defining methodology, creating tooling, establishing cadence, and driving adoption across cross-functional teams​
• Analytical rigor to build prioritization frameworks and portfolio-level reporting, combined with the judgment to override the framework when the situation demands it​
• Comfort operating in ambiguity — the organizational structure around Value Realization is still forming, and you’ll need to lead through influence before you have full positional authority​
• Experience with YMS, WMS, TMS, or RTLS solutions (Kaleris, Blue Yonder, Manhattan, SAP EWM, or comparable)​
• Familiarity with customer health scoring, ChurnZero, Salesforce, or similar CS platforms​
• Background in change management or operational consulting​
• Experience managing field teams with high travel demands
• Ability to travel 30-40% of the time

This role may be designated at a Director level, contingent upon relevant experience and expertise.

Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.