Director, Customer Delivery – Enablement

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee customer implementations from the point of post-sale handoff through discovery, configuration, integration, testing, training, go-live, and transition to Client Success.

• Enhance Time to Delivery and Time to Value by employing standardized methodologies, phase-and-gate governance, milestones, and disciplined execution.

• Conduct portfolio, backlog, capacity, and project health reviews; identify risks, eliminate bottlenecks, forecast go-lives, and improve predictability.

• Act as a senior escalation point for strategic and at-risk customer engagements.

• Manage customer education, training, certification, and ongoing enablement strategies.

• Develop and advance the Customer Training Academy and scalable learning journeys.

• Provide blended learning experiences, including instructor-led, virtual, self-service, on-demand, webinars, certifications, and digital learning.

• Utilize engagement, product usage, health, and support data to enhance adoption and customer proficiency.

• Harness AI, automation, and digital experiences to scale customer education initiatives.

• Lead Professional Services with accountability for revenue, pipeline, services attach, utilization, productivity, capacity, and profitability.

• Collaborate with Marketing, Sales, and Client Success on go-to-market strategies and Professional Services demand generation.

• Empower Sales and Client Success teams to position and sell Professional Services using offerings, value propositions, sales plays, discovery tools, pricing guidance, and collateral.

• Establish recurring processes to identify whitespace, build pipeline, and boost services attach.

• Create scalable Professional Services offerings and support strategic customer discussions.

• Manage scoping, pricing, SOWs, contracting, forecasting, and capacity planning in conjunction with Finance.

• Set up operating rhythms and provide executive visibility across delivery, capacity, utilization, pipeline, revenue, profitability, and customer risk.

• Align workforce capacity and skills with anticipated demand.

• Collaborate across Marketing, Sales, Client Success, Product, Engineering, Support, and Finance.

• Equip customer-facing teams with training, collateral, discovery questions, use cases, and positioning resources.

• Establish feedback loops to inform product, customer success, and go-to-market priorities.

• Lead and develop a global team across project management, implementation, consulting, training, data, and customer enablement.

• Leverage data, technology, automation, and AI to enhance productivity, quality, scalability, and customer outcomes.

⛳️ Requirements

• 10+ years of progressive experience in enterprise SaaS, Professional Services, software implementation, consulting, customer enablement, or related customer-facing roles.

• 5+ years of experience leading customer delivery teams and managing people leaders.

• Proven success in overseeing complex SaaS implementations and Professional Services organizations.

• Demonstrated capability in developing, positioning, and selling Professional Services, consulting, or value-added services to enterprise clients.

• Strong commercial acumen and experience collaborating with Sales, Marketing, and Customer Success to drive demand, build pipeline, and increase services revenue.

• Experience in creating repeatable service offerings, value propositions, pricing models, SOWs, and customer proposals.

• Robust financial and operational acumen related to bookings, revenue, utilization, forecasting, capacity planning, pricing, and project profitability.

• Familiarity with building scalable implementation methodologies, governance models, and customer education or enablement programs.

• Comprehensive understanding of implementation quality, education, adoption, value realization, retention, and expansion.

• Executive presence with experience in navigating complex customer relationships, commercial discussions, and escalations.

• Proven ability to leverage data, automation, and AI to enhance organizational performance.

• Experience leading distributed or global teams is preferred.

• Bachelor's degree or equivalent experience is required.

• An MBA, PMP, Six Sigma, or similar certification is a plus.

🏝️ Benefits

• Fully remote & flexible work environment.

• Open Time Off (OTO) policy.

• Comprehensive medical, dental & vision coverage.

• Health Savings Account (HSA).

• Life, AD&D & disability insurance coverage.

• 401(k) plan with company match.

• Wellness & mental health support services.

• Travel assistance & global support resources.

• Employee referral program.