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FinTech, Enterprise Software, Banking Technology

Delivery Director

Montreal, QCHybridFull TimeDirectorPosted 1 month ago

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Required skills

  • Delivery Strategy
  • Customer Success
  • Sales Director
  • Technology Director
  • Strategic Customers
  • Executive Engagement
  • C-level Engagement
  • Margin
  • Billability
  • Employee Happiness

Role summary

The Delivery Director is a leadership role within the Customer Success team, responsible for a subset of strategic customers and driving their success. This role involves setting regional delivery strategy, engaging with executive and C-level clients, and managing a team to ensure margin, billability, and employee satisfaction. The Director will translate project outcomes into business benefits like cost savings and increased sales, while fostering a culture of excellence and continuous improvement. The position requires over 10 years of experience, including 6+ years in the financial sector, experience managing departments or programs, budget management over $2.5M, Agile coaching, and commercial expertise. Travel up to 20-30% is expected.

The Job in short

As Delivery Director, you are part of the Customer Success leadership team with the Sales Director and Technology Director. Together with them, you are responsible for a subset of strategic customers and for setting them up for success. You are also expected to create a culture of excellence and continuous improvement.

Meet the job

You are responsible for the regional delivery strategy and for sharing the vision to the customers while ensuring that such strategy is supported by the broader organization. Your focus is on engaging strategic customers at executive and C-level, representing Backbase and opening the road for new opportunities.

You are responsible in all aspects for a team (tribe) and within that team there are multiple customer teams. The responsibility brings along that you are asked to manage the total of the team. Margin, billability, employee happiness, education, personal care and team results. You must be able to translate project results into cost savings, increased sales, improved customer satisfaction and a healthy working environment.

To ensure successful project delivery, this role may require 20-30% travel to client locations, sometimes on short notice, to address needs and provide hands-on support.

How about You

  • +10 years experience;

  • Solid experience in financial sector (6+ years);

  • Managed a department or multiple streams / programmes of work;

  • Can demonstrate experience in startup / scaleup environment;

  • Total budget management in a point of time above 2.5 Mn;

  • Agile coach experience;

  • Expert at managing commercial responsibilities;

  • Preferably Master's degree in a business related field;

  • Professional working proficiency in the English and French.

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