Director, Customer Delivery – Outcomes
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Job Description
Director responsible for customer delivery and outcomes at Ema, an AI workflow platform company. Managing enterprise account engagements, ensuring quality delivery, and driving commercial growth.
Responsibilities:
- 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.
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.
Benefits:
- Competitive salary
- Health insurance
- Flexible working hours
- Professional development opportunities
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