Head of Delivery

This is a U.S. based position. All of the programs we support require U.S. citizenship to be eligible for employment. All work must be conducted within the continental U.S.

Who we are:

Raft (https://teamraft.com) is a customer-obsessed non-traditional small business with a purposeful focus on Distributed Data Systems, Platforms at Scale, and Complex Application Development, with headquarters in McLean, VA. Our range of clients include innovative federal and public agencies leveraging design thinking, cutting edge tech stack, and cloud native ecosystem. We build digital solutions that impact the lives of millions of Americans.

About the role: 

Raft is seeking a highly driven and innovative Head of Delivery to join our team. This pivotal role addresses the critical need to strengthen customer relationships, drive account expansion, and ensure the seamless scalability of our business processes. As the Head of Delivery, you will be instrumental in building a robust “Defend and Expand” machine, focusing on customer intimacy, strategic account growth, and enterprise value alignment with Raft’s North Star. This remote role offers the opportunity to lead cross-functional collaboration, mentor program directors, and create frameworks that drive measurable impact across our delivery and growth strategies.

How to Get There:

Defend

• Strengthen existing customer relationships and improve customer intimacy through measurable frameworks.
• Standardize approaches to managing relationships to ensure consistency and continuity.

Expand

• Develop scalable strategies for upselling, cross-selling, and penetrating adjacent markets.
• Create a foundation that ensures seamless collaboration across teams to identify and act on opportunities.
• Focus on areas of enterprise value that align with Raft’s North Star.

Key Responsibilities:

• Strategic Account Growth and Expansion:
  • Develop and implement strategies to grow existing accounts by 10% and penetrate adjacent markets.
  • Identify opportunities for upselling, cross-selling, and securing new business.
  • Collaborate with cross-functional teams to align strategies with overall business objectives.
• Customer Understanding and Sales Strategy Implementation:
• Create Detailed Stakeholder Maps:
  • Map out client organizations to identify key stakeholders, their desires, pain points, and mission objectives.
  • Use these insights to better understand customer needs and challenges.
• Implement Sales Strategies Based on Insights:
  • Develop tailored sales approaches that align with the customer's mission and address specific pain points.
  • Adjust sales strategies to better meet customer desires and expectations.
• Customer Intimacy and Relationship Management:
  • Create and execute a framework to deepen relationships with existing and potential customers.
  • Implement best practices for customer engagement and ensure high levels of customer satisfaction.
  • Work closely with program directors to enhance client relationships and tailor solutions that meet client needs.
• Ensure All Interactions are Captured in CRM:
  • Maintain thorough documentation of all customer interactions, stakeholder insights, and account activities in the CRM system.
  • Promote transparency and knowledge sharing to ensure continuity and scalability.
• Leadership and Team Development:
  • Mentor and guide program directors to enhance their client management skills.
  • Foster a culture of continuous learning, collaboration, and adherence to standardized processes.
  • Ensure that program directors can seamlessly take over each other's accounts without loss of continuity.
  • Collaborate with internal departments such as marketing, sales, and product development to ensure a cohesive approach to account growth.
• Performance Measurement and Market Insight:
  • Establish and monito