Principal Client Delivery Partner

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship.

We do. We can’t cram it all in here, but you’ll start noticing it from the first interview.

Even our candidate experience is different. And when you get an offer from us (and accept it), you get way more than a paycheck. You get a personal BetterUp Coach, a development plan, a trained and coached manager, the most amazing team you’ve ever met (yes, each with their own personal BetterUp Coach), and most importantly, work that matters.

This makes for a remarkably focused and fulfilling work experience. Frankly, it’s not for everyone. But for people with fire in their belly, it’s a game-changing, career-defining, soul-lifting move.

Join us and we promise you the most intense and fulfilling years of your career, doing life-changing work in a fun, inventive, soulful culture.

If that sounds exciting—and the job description below feels like a fit—we really should start talking. 

As BetterUp’s Client Delivery Lead (‘CDL’) you’ll play a crucial role in leading the formation and orchestration of the post-sale strategy and execution for our largest and most strategic clients.  As the inaugural CDL at BetterUp, you’ll also be charged with helping design and implementing the blueprint for large-scale multi-product platform deployments. This role will report to the Head of Customer Success for Global Accounts and will require extensive collaboration across go-to-market, product and operations department leaders and teams.  

What you’ll do:

• Delivery Management: Orchestrate the successful end-to-end technical and operational delivery of the BetterUp platform to our clients. Ensure that the business needs and requirements of our clients are clearly understood by our internal teams and effectively scope their deliverables/milestones against said requirements. Contribute to the strategic planning of delivery processes and innovations that enhance client outcomes and operational efficiency.
• Client Relationship Management: Establish and maintain strong relationships with clients post-sale - inclusive of executive, operating and technical program leadership. Act as the primary point of contact for all client service delivery needs, ensuring superior client experience and engagement.
• Governance: Design and run the mechanisms that monitor and report on delivery efficacy, timeliness, value realization and customer experience (both customer and internal facing). Develop and implement strategies for continuous improvement.
• Comms & Change Management: Provide regular and real time client updates regarding delivery status, risks and outcomes. Owns the triage and cascade of communications and change management across customer and internal stakeholder groups. 
• Collaboration & Advocacy: Lead post-sale planning and execution across cross-functional delivery teams – spanning Customer Success, People Insights, Services and Product. Champion Voice of Customer with BetterUp’s product and go to market leadership 
• Risk & Escalation Management: Design and run issue/escalation and risk management practices (identification → resolution). Quarterback escalation management with client stakeholders. 

If you have some or all of the following, please apply:

• 10+ years of software and/or service delivery experience (execution and/or leadership)
• 5+ years of experience leading enterprise-wide SaaS platform deployments (overseeing both operational and technical delivery)
• Excellent communication skills with executive and operating level stakeholders (inclusive of business and technical personas)
• Influencing / working cross functionally (independently navigate well through an org)
• Strong program/project management skills (scrum/agile a plus) 
• Ability to look around corner / uncover early indicators of risk to drive proactive remediation
• Extensive experience advising, coaching, influencing, and building relationships both internally and externally with executive-level clients at Fortune 1000 companies
• Minimum 20% travel required (client onsite travel)

Benefits:

At BetterUp, we are committed to living out our mission every day and that starts with providing benefits that allow our employees to care for themselves, support their families, and give back to their community. 

• Access to BetterUp coaching; one for you and one for a friend or family member 
• A competitive compensation plan with opportunity for advancement
• Medical, dental and vision insura