We are looking for an experienced Account Delivery Director, a detailed and solutions-oriented individual who can effectively bridge customer expectations with our technical delivery. The individual will work directly with end customers, the existing account teams, Product Marketing, Engineering, and Product management teams to ensure timely release deployment, promote timely product feature adoption and drive subscriber activity and engagement with our cloud solutions. The Account Delivery Director plays a key role in delivery of software solutions to our customers, with primary accountability to partner with one of our tier 1 accounts. Working closely with internal SNCR Engineering and Service Management Teams, the Account Delivery director will be responsible for setting and meeting delivery expectations, overseeing detailed project planning, large-team cross functional management, risk mitigation activities as well as organization and presentation of custom change requests for professional services work. In addition, Account Delivery Director will directly support and coach a small team of project managers who are focused on the day-to-day delivery of the Tier 1 customer release management and device train operations.
Key Responsibilities include:
Coordinating activities across technical delivery teams and Business representatives, to deliver a world-class software solution to our customers. Clearly establish relationships with Executive Directors, Directors, and Managers within our clients. The customer should identify you as a trusted partner who solves complex business problems. Individuals must be comfortable presenting to all levels of management and critical stakeholders within the client. The individual must understand the details of our business, so they can easily communicate pertinent information to each level of the organization. This must be evident through established relationships and Senior Managers throughout the client. Develop and implement technical and operational solutions throughout the client life cycle. Map solutions to our core offerings and collaborate with Marketing and Product Development on Synchronoss roadmap. Overseeing the productivity and ensuring the timely and quality delivery of the device train operations working with QA team to certify software pre loads Managing a team of project managers, providing direction and coaching in handling delicate and complex customer situations Additional duties include, but are not limited to, executive reporting, opportunity growth, process improvement, and project management. The ideal candidate has a background in managing simultaneous complex, multi-disciplined programs within a dynamic and challenging program, with a proven track record in senior level stakeholder management within large organizations. Accountable for all aspects of program management, driving issues/problem resolution to best support the customer and business. Build and maintain strong partnerships with key customer representatives. Facilitate regular internal and Customer-Facing Program Status meetings, reviewing status against objectives, and facilitating risk mitigation discussions as appropriate. Drive technical teams to manage on-time software deliveries. Management of all risks and project dependencies, driving problem management to identify & remove root cause to prevent reoccurrence & future issues. Report, communicate and update relevant stakeholders on the on-going status of Programs and Projects, guaranteeing clarity, visibility, timeliness, and expectation management to the right people using the right method. Prepare and review presentations with clients and Synchronoss. Demonstrate the ability to facilitate client meetings where complex solution design is required. Identify, forecast, and manage all resource requirements by client and program 12+ years' experience in Program/Project Management Demonstrated leadership abilities with strong Program Management experience Project/Program management experience with the delivery, deployment, and continuous integration of Enterprise level SaaS platforms Experience in working within geographically dispersed teams and outsourced partners. Experience in improving overall customer experience and satisfaction. Strong interpersonal skills and background in consultative sales / customer facing negotiations with the ability to engage, collaborate with and influence people to drive results. BS in Computer Science, Business, or related field Experience using JIRA/Confluence Experience with Agile Software Development Proficiency with Micosoft Office Suite, including Microsoft Project Experience presenting to diverse audiences, including Senior Management levels Experience with iOS and Android mobile platforms
