Delivery Director, Professional Services
关于中心软件：中心软件® 是一个全球领先的，为零售商，品牌和制造商提供创新性和人工智能化的产品概念到商业化平台。我们为零售，时尚，奢品，鞋类，户外，家居和消费品品牌提供了最优秀的解决方案来规划，设计，开发，源代，遵守，购买，制造，价格，分配，销售和补充产品。我们的技术使品牌能够简化流程，提高效率并以信心运营在不断变化的市场中。我们的故事是快速增长，大胆的想法和非凡的机会之一。我们来挑战现状，我们正在寻找那些想做同样的事情的人才。无论你在世界里处于哪个地方，这是你的机会成为一些特殊的的一部分。交付总监 （客户成功）是负责中心 PLM 后实施服务组织的领导者。这一角色位于客户关系管理，运营卓越和专业服务提供的十字路口。这个角色既面向客户又是经营性的，需要强大的团队管理，服务提供和客户参与方面的领导力。关键责任与责任：客户成功领导力 · 拥有实施后客户生命周期，从实行到稳定状态采用和扩张。· 作为战略客户账户的执行赞助商。·确保客户实现定义的业务结果和软件解决方案中的 ROL. · 与客户建立治理框架 （QBR,成功计划，采用评论）. · 推动客户满意度，保留和可参考性。专业服务团队管理 · 领导，教练并开发一个职业服务顾问团队。确定能力规划，资源配置和利用目标。制定标准，游戏册和方法论来进行实践后服务。·确保在所有账户中提供一致，高质量的服务。·与实施，支持和产品团队合作以确保无的客户体验。运营卓越性 ·建立并管理后实施服务的运营模式。·定义 KPI 和指标来衡量采用，价值实现和团队绩效。·开发可扩展的流程，让客户加入客户成功计划。·管理预测，预算和收入目标 f
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About Centric Software:
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.
Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.
The Delivery Director (Customer Success) is responsible for leading Centric PLM post-implementation services organization. This role sits at the intersection of customer relationship management, operational excellence, and professional services delivery. This role is both customer-facing and operational, requiring strong leadership in team management, service delivery, and customer engagement.
Key Accountabilities & Responsibilities
Customer Success Leadership
- Own the post-implementation customer lifecycle, from go-live through steady-state adoption and expansion.
- Act as executive sponsor for strategic customer accounts.
- Ensure customers achieve defined business outcomes and ROl from the software solution.
- Establish governance frameworks with customers (QBRs, success plans, adoption reviews).
- Drive customer satisfaction, retention, and referenceability.
Professional Services Team Management
- Lead, coach, and develop a team of post-implementation Professional Services consultants.
- Define capacity planning, resource allocation, and utilization targets.
- Establish standards, playbooks, and methodologies for post-go-live services.
- Ensure consistent, high-quality service delivery across all accounts.
- Partner with Implementation, Support, and Product teams to ensure seamless customer experience.
Operational Excellence
- Build and manage the operational model for post-implementation services.
- Define KPis and metrics to measure adoption, value realization, and team performance.
- Develop scalable processes for onboarding customers into Customer Success programs.
- Manage forecasting, budgeting, and revenue targets for services engagements.
- Implement tools and reporting to track customer health and service performance.
User Adoption & Value Realization
- Create structured adoption programs and success plans tailored to customer maturity.
- Ensure customers fully leverage product capabilities through workshops, optimization sessions, and training.
- Identify expansion opportunities based on usage patterns and customer goals.
Cross-Functional Collaboration
- Partner with Sales for renewals and expansion opportunities.
- Work with Product to relay customer feedback and influence roadmap priorities.
- Collaborate with Support to proactively address risk accounts.
- Align with Implementation teams for smooth transition from project to steady -state.
Knowledge & Skills Requirements
- Background in PLM, ERP, Supply Chain, Retail, or complex enterprise platforms implemenations
- Strong technical background
- Experience managing P&L or services revenue targets
- Strong understanding of enterprise software implementation and post-go-live lifecycle
- Proven experience building operational processes and scalable service models
- Experience building playbooks and standardized service offerings.
- Excellent executive-level communication and stakeholder management skills
- Familiarity with customer health scoring tools
- Ability to balance customer advocacy and operational excellence
The US base salary range for this full-time position is $150,000 - $200,000 + benefits.Our salary ranges are determined by role, level, and location. The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Candidates who exceed the specified experience and relevant education or training may be considered for compensation above the stated range. Please note that the compensation details listed reflect base salary, and certain positions may be offered additional variable incentives.
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
Originally posted on Himalayas