Kaptio Director of Delivery

Kaptio ,
Bristol, Bristol
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Job Description

The Director of Delivery is responsible for: * Implementing Kaptio effectively, to the agreed standard of quality and within the specified constraints of cost, risk and time by organizing and leading service teams across multiple customers. * Building a playbook for repeatable Kaptio Travel Products ( Evidence of experience in this area is essential ) * Achieving a first-class engagement with our customers. Responsible for the resolution of customer, project and program issues as well as managing all aspects of risk through contingency and dependency planning. * Implementing efficient delivery standards, processes, and documentation to support the business strategy. * Organizing and recruiting implementation and service resources globally to plan for and respond to growth needs. Ensuring that the service resources are appropriately aligned with the Kaptio's business needs. * Leading teams and individuals to define and monitor their progress, work processes, culture, and communication. Encourages teams to adopt methodologies, tools, meeting rhythms and work processes in order to foster better team and individual collaboration and communication with fewer interruptions. * Achieving profitability and managing substantial financial budgets for all customer projects. * Implementing customer success and satisfaction metrics and leading effective service performance to achieve customer satisfaction, productivity and utilization. Responsible for communicating these and enlisting support across the organization to achieve demanding service targets. Ideal track-record and competence: * Demonstrated capability in leading, developing and scaling successful implementation teams within cloud software project implementation. * Has credibility with our large customers and can speak their language * Salesforce and Travel experience is a massive plus ( Either one is required ) * Someone who can hit the ground running and is hands-on. Someone who can deliver directly whilst building teams and workflows. * Highly commercial - interested in reaching financial targets and profitability through the customer experience * Proven capability in defining strategies and implementing successful and impactful (measurable) processes * Highly developed capability in managing multiple project risks dealing with uncertainty, whilst being proactive and forward-looking * Strong communicator that is used to leading global teams and collaborating with international customers Requirements Who were looking for (please check your experience against this list) We are looking for a talented individual who wants to have a major impact and drive change. * Extensive experience of leading a fast-growing Customer Success Management function in a SaaS / Travel Vertical or other Salesforce Vertical * Demonstrable and proven experience of leading and scaling a team * Ability and determination to work cross-functionally with multiple key stakeholders, at a senior level, to evolve the implementation of Kaptio product and solutions * International experience managing teams in other countries preferable * Excellent presentation and interpersonal skills, both verbal and written * Strong experience of Customer Success Tools and processes * Be a Culture builder with a passion for developing people * Motivation and flexibility to work well in a rapidly changing fast-growing environment Benefits Package * Competitive Salary * Benefits package * Bonus scheme General Our team comes from a variety of backgrounds and we embrace diversity. Kaptio is proud to be an equal opportunity employer and will consider all qualified applicants regardless of age, sex, race, religion, national origin, sexual orientation, gender identity, marital or family status, disability, or any other legally protected status . Seniority Level Services Director exec Role Level: Director Industry * Information Technology & Services * Computer Software * SaaS * Travel Employment Type - Full-time

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