Director, Customer Delivery – Outcomes

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🕒 March 25

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Environmental Management Authority

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Environmental Management Authority (EMA) is a company that specializes in offering advanced artificial intelligence solutions for business automation and enterprise productivity. Their flagship product, 'Ema', is a Universal AI Employee designed to boost productivity by learning, adapting, and evolving to fit various roles within an organization. With features like conversational AI configuration, a pre-built library of agents, and integration with numerous applications, EMA enables companies to streamline complex workflows efficiently. EMA emphasizes trust, security, and compliance, providing customizable private AI models with advanced data governance and top-tier encryption. The company services a range of sectors including healthcare insurance and fintech, making it a versatile choice for enhancing business operations across different industries.

📋 Description

• 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.