Director of Client Delivery (Hybrid)

at  Mapsted Corp

POSITION OVERVIEW:

The Director of Client Delivery is a key leadership role responsible for ensuring the successful delivery of enterprise SaaS solutions to clients. This individual will oversee the end-to-end client project lifecycle, including implementation, onboarding, and post-go-live support, ensuring that client expectations are exceeded while driving business value. The role requires a strong client-facing orientation, excellent project management skills, and the ability to lead cross-functional teams in a dynamic environment.

QUALIFICATIONS:

• Education:
  Bachelor’s degree in Business Administration, Project Management, Information Technology, or a related field.

MBA or advanced degree is a plus.

• Experience:

15+ years of experience in project delivery, implementation, or professional services roles, preferably in SaaS or technology solutions.
Proven track record of managing enterprise-level client projects and delivering on-time, within scope, and budget.

5+ years in a leadership role, managing cross-functional teams.

• Skills:

Excellent interpersonal and communication skills with a client-first mindset.
Strong problem-solving and decision-making abilities in high-pressure situations.
Proficiency in project management tools and CRM platforms.

Collaborate with Customer Success, Sales, and Account Management teams to ensure seamless client experiences.

• Operational Excellenc

KEY RESPONSIBILITIES:

• Client Delivery Leadership
  Lead and oversee the successful delivery of all client-facing projects, including SaaS implementations, integrations, and custom solutions.
  Serve as the primary escalation point for client delivery issues, ensuring resolution and client satisfaction.

Establish and manage project governance, including scope, timelines, budgets, and resource allocation.

• Team Management

Build and lead a high-performing delivery team, including project managers, implementation consultants, and technical resources.
Provide coaching, mentorship, and professional development opportunities to team members.

Foster a collaborative, client-first culture across the delivery team.

• Client Relationship Management

Act as a trusted advisor to clients, aligning solutions with their business goals and ensuring long-term success.
Drive proactive communication with clients to manage expectations, provide updates, and address concerns.

Collaborate with Customer Success, Sales, and Account Management teams to ensure seamless client experiences.

• Operational Excellence

Develop and optimize delivery processes, tools, and methodologies to ensure consistency and efficiency.
Monitor project performance metrics, identify risks, and implement corrective actions to ensure on-time and on-budget delivery.

Standardize best practices across all client projects and ensure alignment with company goals.

• Collaboration and Stakeholder Management

Work closely with Product, Engineering, and Support teams to ensure alignment on client requirements and technical deliverables.
Partner with Sales and Business Development teams to provide input on proposals, timelines, and project feasibility.

Drive continuous feedback loops between clients and internal teams to improve product and delivery quality.

• Strategic Leadership

Identify opportunities for upselling and cross-selling additional services during the delivery process.
Contribute to the overall growth strategy of the organization by improving client retention and satisfaction.
Stay updated on industry trends, client needs, and competitive landscapes to refine the delivery approach.