Delivery Lead

About Aiwyn

Aiwyn is building the operating layer for accounting firms, automating workflows between client engagement and payment. We deploy our platform within top accounting firms, including Big 4 and Top 25 firms.

About The Role

The Delivery Lead is responsible for complex, high-stakes customer implementations. This role leads a cross-functional trio alongside a Solutions Architect and Implementation Engineer, owning the end-to-end success of the program.

Responsibilities

• Own the end-to-end success of complex, multi-product customer implementations.
• Develop and maintain comprehensive program plans that coordinate multiple workstreams, phases, and product deployments.
• Ensure all implementation activity stays on schedule, on scope, and aligned to delivery objectives.
• Coordinate across Implementation, Product, Engineering, Customer Success, and Support to ensure nothing falls through the cracks between teams.
• Serve as the primary delivery leader for enterprise customers throughout the implementation.
• Facilitate executive-level conversations on program progress, key decisions, and delivery strategy.
• Manage escalations with clarity and composure, maintaining customer confidence even when the program is under pressure.
• Own scope integrity across the program, identifying scope creep early, managing change control, and communicating tradeoffs to both the customer and internal leadership.
• Maintain a live risk register, surfacing risks before they become fires and driving resolution with urgency.
• Partner closely with the Solutions Architect to ensure the proposed solution is being executed as designed, ensuring the Implementation Engineer has what they need to execute technical workstreams on time.
• Identify misalignment between design and execution early and drive it to resolution.
• Serve as a product expert and trusted advisor to the customer throughout the implementation, guiding firms on how to configure and use the product effectively.
• Establish and own the operational rhythm of the program, establishing weekly syncs, milestone reviews, status reporting, and executive readouts.

Qualifications

• 6+ years in implementation, program management, or professional services delivery at a SaaS or enterprise software company.
• Proven experience managing multi-phase, multi-stakeholder implementation programs.
• Strong track record of executive-level customer communication and relationship management in a delivery context.
• Experience coordinating cross-functional delivery teams without direct management authority.
• Familiarity with technical implementation concepts, sufficient to hold technical workstreams accountable.
• PMP, PgMP, or equivalent program management certification is a plus, not a requirement.
• Prior experience in accounting technology, fintech, ERP, or practice management software is a meaningful differentiator.