Director - Customer Success & Delivery

Role Description:

- We are looking for a senior, technically strong, customer-facing professional to own end-to-end delivery and commercial management of enterprise radiology AI and PACS deployments.

- This is a hands-on execution role combining customer success, solution delivery, and commercial ownership.

- You will be the owner for customer accounts, responsible for deployment success, timelines, scope control, revenue realization, and long-term account growth.

Qualification: BE/BTech/MTech.

Experience: 8 - 10 years.

Responsibilities:

Customer & Delivery Ownership:

- Own all customer accounts post-sales: onboarding, deployment, expansion, renewals.

- Be the primary interface between customers and internal engineering / AI / product teams.

- Translate clinical, IT and business requirements into implementable delivery plans.

- Drive project schedules, milestones, acceptance criteria and go-lives.

- Proactively manage scope, risks, dependencies and escalations.

- Ensure contractual SLAs, uptime, performance and compliance commitments are met.

Commercial & Contract Management:

- Own purchase orders, invoicing, collections, renewals and commercial follow-ups.

- Track revenue realization, billing cycles and payment closures.

- Manage contract compliance, change requests and commercial negotiations.

Pre-Sales & Expansion:

- Support solutioning, proposals, demos, pilots and technical clarifications.

- Identify expansion opportunities within existing accounts.

- Work with sales leadership on upsell and cross-sell motions.

Skills:

Mandatory:

- Experience managing enterprise, multi-site deployments.

- Proven ownership of delivery timelines, milestones, acceptance testing and go-live processes.

- Ability to manage SLAs, uptime commitments, DR and business continuity.

- Strong expertise in contract lifecycle management, change requests and scope control.

- Ownership of POs, invoicing, collections, renewals and revenue realization.

- Experience supporting pre-sales activities including RFP/RFI responses, demos, pilots and PoCs.

- Strong written communication for proposals, SOWs and customer documentation.

- Experience driving account expansion, upsell and cross-sell.

- Strong cross-functional leadership with engineering, AI and product teams.

- Excellent stakeholder management, escalation handling and negotiation skills.

Optional:

- Knowledge of PACS, RIS, VNA and medical imaging workflows.

- Strong working knowledge of DICOM, HL7 and FHIR standards.

- Experience integrating imaging systems with HIS / EMR platforms.

- Understanding of medical device software regulations (FDA, CE, CDSCO) and data privacy standards (HIPAA, GDPR).