ema - Director, Customer Delivery & Outcomes

• 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.