Own your accounts end-to-end: every engagement, every outcome, every relationship.
Be the single point of contact the customer calls for any problem — delivery, quality, adoption, escalation, or expansion.
Maintain a holistic view of each account: engagement status, risk exposure, opportunity pipeline, and the customer’s strategic priorities for the quarter.
Run account planning: engagement roadmaps, resource forecasting, risk assessment, and growth strategy.
Staff and direct delivery teams across your accounts.
Oversee delivery quality across all engagements: review solution architectures, attend go-live rehearsals, ensure evaluation rigor.
Manage cross-engagement dependencies within an account.
Own post-go-live outcomes: adoption, ROI, accuracy, and user trust.
Run regular usage readouts: AI deflection rates, false positive/negative trends, HITL escalation patterns, user bypass rates, and trust signals.
Drive continuous improvement cycles: readout → diagnose → prioritize → fix → re-measure.
Run QBRs with VP/C-level stakeholders: present outcomes, risks, improvement plans, and the strategic roadmap.
Navigate internal customer politics: facilitate alignment around shared success metrics.
Handle C-level escalations.

15+ years in enterprise technology delivery, consulting, account management, or customer leadership.
5+ years owning enterprise accounts end-to-end: delivery, outcomes, relationship, and growth — not individual projects within someone else’s account.
Track record managing or directing delivery teams (Engineering Leads, TPMs, consultants) assigned to their accounts.
Post-go-live outcome ownership: measured ROI, tracked adoption, driven continuous improvement, and rebuilt trust after production issues.
Commercial accountability: grown account revenue through outcome-driven expansion, not just retention.
Enterprise stakeholder management at VP/C-level across multiple concurrent accounts.
Production track record — beyond POCs. Scale and accountability required.

Director, Customer Delivery – Outcomes

Key skills