Director - Software Delivery - SaaS/Tech Startup

Urgent opening for Director of Delivery(Software) for a Tech Start up in Bangalore.

CTC : - 20 -25 lacs

Location : Bangalore

Min 10 yrs + exp in Tech Presales

About the role:

The role "Director of Delivery" is a role which owns and manages the Tech Presales and delivery vertical of Company's solutions. This role is responsible for understanding the customer problem statement and coming up with solution using Company's platform capabilities and provide value-based benefits to Company's customers.

Key responsibilities of this role include but not limited to,

- Customer onboarding and delivering solutions to the problem statements identified during the sales and presales cycle

- Work with presales and sales organization to assist and identify customer business challenges and arrive at innovative solutions to solve the same

- Architect, plan and deliver the solutions promised using the Company's inhouse operations team

- Work with technical team of Company to guide the feature development and developing technical capabilities to meet customer needs and also build a efficient product roadmap

- Establish customer support practices to manage customer engagements and experience during the delivery of the solution and maintenance phase

- Provide technical and product support on Company's platform to the internal team and customer team who manage and develop solutions

- Manage account escalations and ensure timely delivery of the resolutions

- Upsell the capabilities of the platform for account growth with the existing customer

- Periodical health check of customer solutions and experiences

- Customer Advocacy: Given that customer success managers are the customer relationship owners, it makes sense for DCS to convert that relationship and value into real advocacy by doing,

- Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedbacks.

- Represent the voice of the customer to provide input into every core product, marketing and sales process

- Collaborate closely with team members support renewals and expansion opportunities

- Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support

- Collaborate with the engineering and development team to set up or configure our software platform as per customers' requirements and troubleshoot technical issues raised by customers

- Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

- Develop a path for large businesses to identify areas of Company's alignment within their system and also explore DIY possibilities.

- Responsible for building a partnership with external process consultants to use Company's platform in delivery of their engagement solutions

What we are looking for:

Experience - 10+ years Tech Presales, Customer success experience in a SaaS or software company.

- Has an experience of building world class team to cater to a global audience

- Managed multiple accounts geographically distributed

- Proven track record of owning and delivery with minimal assistance

- Proven track record of working in a customer facing role

- Experience of working with Agile methodology and gather customer requirements and converting them as tasks to form a deliverable solution with timeline and quality

- Have, or be willing to learn, basic technical skills in Python, javascript, css and connecting to APIs to confidently discuss technical terms

- Project delivery mgmt. Resource mgmt. and Escalation matrix mgmt.

Skills and Qualifications :

- Educated to Master degree level preferred but not essential

- Experience working with, and managing, stakeholders and customers

- A high level of accuracy and attention to detail is required

- Excellent communication and interpersonal skills

- Flexible approach, able to operate effectively with uncertainty and change

- Driven, self-motivated, enthusiastic and with a "can do" attitude

- Any experience in Low code or No code platform will be a edge

- Needs to have a tempo to be part of a successful start-up core team