Director, Customer Delivery – Outcomes

Role Overview

• Own your accounts end-to-end: every engagement, every outcome, every relationship. Everything good or bad stops with you.
• 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 (Engineering Leads, Implementation Managers, AI Application Engineers) 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 (e.g., shared integration infrastructure between parallel deployments).
• Serve as the delivery escalation point: join war rooms, coordinate fixes across Engineering and Product, and communicate resolution to the customer.
• Own post-go-live outcomes: adoption, ROI, accuracy, and user trust. This role absorbs the Outcomes Manager function for your accounts.
• 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.
• Grow your book through outcome-driven expansion: deliver the first SOW excellently, measure ROI rigorously, present evidence to the C-suite, then propose the next SOW grounded in proven value.
• Act as the voice of your customers to Product and Core Engineering. Translate field patterns into structured, actionable feedback — not one-off requests.
• Coach Engineering Leads and Implementation Managers on architecture quality, customer communication, delivery discipline, and outcome thinking.

Requirements

• 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.
• Experience with AI, automation, or agentic workflow platforms in production.
• Background at a consulting firm (McKinsey, BCG, Deloitte) or enterprise SaaS PS org (ServiceNow, Salesforce, UiPath) in a delivery-heavy account leadership role.
• Experience with partner-mediated delivery (delivering through consulting partners to end clients).
• Familiarity with enterprise integrations (APIs, auth, CRM/HRIS/ITSM platforms) at a judgment level, not implementation level.
• Experience in a scaling startup ($5M–$50M ARR) where account management practices were being built, not inherited.

Tech Stack

• ITSM
• ServiceNow