Accountable for the end-to-end delivery of AI products and solutions post-customer order, ensuring they are implemented on time, at quality, and to full customer satisfaction. This leader owns the operational execution and cross-functional coordination required to fulfill solution commitments, including customer onboarding, product configuration, deployment, and early-stage support.
End-to-End Delivery
• Lead delivery execution from order confirmation through to successful go-live.
• Ensure timelines, milestones, and customer expectations are clearly defined and met.
• Oversee handoff from sales and product to delivery operations.
Customer Success Enablement
• Serve as the primary internal champion for delivery-phase customer satisfaction.
• Implement scalable customer onboarding and training workflows.
• Lead the first 90-day adoption experience to ensure early success.
Cross-Functional Leadership
• Coordinate across Sales, Product, Engineering, Customer Support, and Data Science teams.
• Anticipate, resolve, and escalate blockers that may impact delivery quality or timeliness.
• Drive alignment across regions and functions on delivery priorities.
Operational Excellence
• Establish and manage SLAs, delivery KPIs, and standard operating procedures (SOPs).
• Own delivery quality reviews and continuous improvement initiatives.
• Build and lead a high-performing delivery team with clear accountability structures.
Customer-Facing Governance
• Act as the executive point of contact for key enterprise delivery programs.
• Ensure effective communications, executive reporting, and escalation management.
• Represent the delivery function in customer QBRs and strategic reviews.
• 10+ years in technology delivery, customer success, or program management roles.
• Experience with AI/ML-based product rollouts in B2B or enterprise environments.
• Proven leadership of cross-functional teams, including matrixed reporting lines.
• Familiarity with agile methodologies and SaaS implementation models.
• Strong background in enterprise solution delivery and post-sales execution.
• Operational leadership with a track record in AI, SaaS, or Smartech domains.
• Expertise in program management, stakeholder engagement, and process improvement.
• Ability to manage both strategic customers and scalable operations.
• Deep empathy for customers combined with executional rigor.
Key Success Metrics (First 12 Months)
• Achieve ≥95% on-time,in-full (OTIF) delivery rate with a 20–30% reduction in averageorder-to-go-live cycle time.
• Maintain delivery-phase CSAT ≥90% and NPS ≥50.
• Ensure 95% of customers complete onboarding milestones within SLA.
• Establish and scale astandardized delivery playbook adopted across all projects, build a fully ramped delivery team to meet forecasted demand, and implement a customer segmentation framework for delivery.
• Drive 95%+ compliance with handoff SLAs, reduce delivery-related escalations by ≥75%, and integrate delivery metrics into executive-level QBRs and dashboards.
