Director, Customer Delivery – Outcomes
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Job Description
Director responsible for enterprise accounts, managing outcomes and delivery in innovative AI solutions. Leading customer relationships and driving commercial growth at Ema.
Responsibilities:
- 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.
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