Director, Delivery Solutions

The Symend product/platform is a robust, sophisticated technical system that is used to realize value for our clients by engaging with our clients’ customers in a meaningful way. To maximize value for our clients, and increase adoption and sales of the Symend product, we have a team dedicated to implementing solutions on our product. This is the Delivery Solutions team.

The Director of Delivery Solutions is responsible for leading a delivery solutions team in the implementation and operation of all solutions built on the Symend product for new and existing clients. This includes new client onboardings with their first solution(s), iteration/experimentation projects on existing clients, and maintenance projects & tasks for existing clients. Reporting directly to the VP of Delivery Solutions and partnering closely with the CSM (client success managers) team and their Director, this role will be pivotal in consistent, repeatable and optimized delivery strategies and ensuring that our solutions consistently meet or exceed client success metrics. This is a high-impact role that combines strategic thinking, team leadership, hands-on delivery management and a sprinkling of skills from the domains of business processes, change management, project management and product management.

• Lead the team in developing and executing comprehensive delivery strategies, ensuring efficient and timely implementation of our SaaS product for enterprise clients.
• Provide feedback to the CSMs and the executives on capacity planning, timeline negotiations, resource allocation, and risk management for client-facing projects that are implemented through the Symend product, with an eye towards efficacy and efficiency, driving positive business outcomes for the client and for Symend.
• Implement, socialize and champion best practices, standards, and methodologies for the delivery solutions team.

• Lead, mentor, and inspire several teams of semi-technical personnel that have a mixture of skills across the domains of business analysis, data analysis, Symend product expertise, and behavioral science.
• Foster a collaborative and performance-driven culture, supporting team members’ growth and development through coaching and professional development plans.
• Monitor team performance, providing guidance and feedback to optimize project success and client satisfaction.
• Provide regular, data-driven updates up the chain to senior leadership and executives.

• Serve as a point of contact for key enterprise clients during technical discovery sessions or technical training when called upon by the CSM team, particularly during escalations or pivotal deal moments with clients.
• Address escalations for client-facing issues and incidents, including engaging directly when and ensuring satisfaction.

• Collaborate with CSM, product management and engineering teams to ensure alignment on client requirements, product capabilities, and timelines.
• Provide feedback to product and development teams based on team insights to improve the platform’s functionality and scalability.
• Participate in senior leadership meetings, providing insights on project progress, challenges, and strategic opportunities.

• Evaluate and refine delivery processes, identifying areas for improvement and implementing changes to enhance efficiency and effectiveness.
• Track key performance metrics, analyzing delivery data to identify trends and drive continuous improvement initiatives.
• Ensure compliance with contractual obligations, managing budgets, timelines, and resources to achieve optimal project outcomes.

• Bachelor’s degree in business, computer science or business technology management. An MBA is an asset.

• 3+ years of experience leading a client-facing implementation team on a proprietary technology, product or platform.
• 5+ years of management experience of any layer.
• 2+ years of senior leadership (i.e. managing another layer of management while directly influencing executives).
• 10+ years of overall experience in project delivery, customer success, product management, or software development.
• Proven track record of managing large-scale, complex implementations and delivery solutions for enterprise clients.
• Experience leading teams through change in a fast-paced, complex, high-growth environment.
• Demonstrated ability to work with C-level executives and senior leadership, managing expectations and aligning goals.

• Leadership: A player coach with proven ability to lead and motivate teams, fostering a high-performance and growth-oriented culture.
• Project Management: Strong project management skills, including experience with Agile/Scrum methodologies, resource planning, and risk management.
• Strategic Thinking: Ability to think both strategically and tactically, balancing long-term goals with day-to-day execution.
• Lead From the Front: Ready and willing to dig into any problem; nothing is “beneath” the individual.
• Curious: Perpetually wanting and willing to learn more; naturally inquisitive from a positive disposition.
• Client-Focused: Excellent relationship-building skills with a focus on customer satisfaction and account growth.
• Problem-Solving: Analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
• Communication: Strong verbal and written communication skills, with the ability to convey complex technical information to both technical and non-technical stakeholders.
• Cross-functional Collaboration: Demonstrated success in working cross-functionally to drive project success and improve processes.
• Nice-to-have: Financial literacy
• Nice-to-have: Some technical depth in data analysis (including SQL)
• Nice-to-have: Some technical depth in scripting capabilities (any language)
• Nice-to-have: Some experience with an SDLC