Director, Customer Delivery – Outcomes

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Environmental Management Authority

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🤖 Inteligência Artificial

🏢 Corporativo

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

A Environmental Management Authority (EMA) é uma empresa especializada em oferecer soluções avançadas de inteligência artificial para automação de negócios e aumento da produtividade corporativa. Seu produto carro‑chefe, 'Ema', é um Universal AI Employee projetado para impulsionar a produtividade ao aprender, se adaptar e evoluir para desempenhar diversas funções dentro de uma organização. Com recursos como configuração de IA conversacional, biblioteca pré‑construída de agentes e integração com diversas aplicações, a EMA permite que as empresas otimizem workflows complexos com eficiência. A EMA enfatiza confiança, segurança e compliance, oferecendo modelos de IA privados e personalizáveis com governança de dados avançada e criptografia de nível superior. A empresa atende a diversos setores, incluindo planos de saúde e fintech, tornando‑se uma opção versátil para aprimorar operações de negócios em diferentes indústrias.

Descrição

• 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.

🎯 Requisitos

• 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.