Client Delivery Director

About the role

We are seeking a Client Delivery Director (CDD) to lead the formation and orchestration of the post-sale strategy and execution for our largest and most strategic clients. This is an IC role with no direct reports.

Responsibilities

• Delivery Management: Orchestrate the successful end-to-end technical and operational delivery of the BetterUp platform to our clients.
  • Ensure that the business needs and requirements of our clients are clearly understood by our internal teams and effectively scope their deliverables/milestones against said requirements.
  • Contribute to the strategic planning of delivery processes and innovations that enhance client outcomes and operational efficiency.
• Client Relationship Management: Establish and maintain strong relationships with clients post-sale - inclusive of executive, operating and technical program leadership. Act as the primary point of contact for all client service delivery needs, ensuring superior client experience and engagement.
• Governance: Design and run the mechanisms that monitor and report on delivery efficacy, timeliness, value realization and customer experience (both customer and internal facing).
  • Develop and implement strategies for continuous improvement.
• Collaboration & Advocacy: Lead post-sale planning and execution across cross-functional delivery teams – spanning Customer Success, People Insights, Services and Product. Champion Voice of Customer with BetterUp’s product and go to market leadership.
• Risk & Escalation Management: Design and run issue/escalation and risk management practices (identification → resolution). Quarterback escalation management with client stakeholders.

Requirements

• 10+ years of software and/or service delivery experience (execution)
• 5+ years of experience leading enterprise-wide SaaS platform deployments (overseeing both operational and technical delivery)
• Excellent communication skills with executive and operating level stakeholders (inclusive of business and technical personas)
• Influencing / working cross functionally (independently navigate well through an org)
• Strong program/project management skills (scrum/agile a plus)
• Ability to look around corner / uncover early indicators of risk to drive proactive remediation
• Extensive experience advising, coaching, influencing, and building relationships both internally and externally with executive-level clients at Fortune 1000 companies
• 20% - 40% travel required (client onsite travel)

Qualifications

• Exercises exceptional judgment in when to simplify and when to stretch, embodying "Do Less, Deliver More"
• Protecting your privacy and treating your personal information with care is very important to us, and central to the entire BetterUp family.

Skills

• Compensation Plan: Competitive compensation plan with opportunity for advancement
• Benefits: Medical, dental, and vision insurance
• Flexible Paid Time Off
• All Federal/Statutory Holidays Observed
• Inner Workdays: 4 BetterUp Inner Workdays
• Volunteer Days: 5 Volunteer Days to give back
• Learning and Development Stipend
• 401(k) Self Contribution

Benefits

• Access to BetterUp coaching; one for you and one for a friend or family member
• Company wide Summer & Winter breaks
• Year-round charitable contribution of your choice on behalf of BetterUp

Pay

The base salary range for this role is as follows: $215,000 – $250,000: New York City and San Francisco $195,000 – $230,000: All other locations

Schedule

This role is open to candidates across the US. Please review the above carefully and ensure the applicable model works for your situation before applying.