What We Do:

Uptake's business is global, disruptive, differentiated and approaches the market in a new way. We help customers identify hidden value and create growth through business and technology innovation, while also enabling cost efficiencies that generate industry-leading business performance. Our team drives this success by connecting customers and partners to the value of the Internet of Things, business-centric architectures, and key technology transitions.

What You'll Do:

As Director of Customer Delivery & Implementation, you will be responsible for ensuring cohesive, thoughtful progress across internal and external work streams for customer delivery. This requires a deep understanding of relationship dynamics, strong strategic planning capabilities, and proven expertise in program and project management. The Director of Customer Delivery & Implementation is responsible for engaging with a wide variety of teams to ensure delivery and execution of contractual obligations, project management, and customer service. Day-to-day responsibilities vary greatly, ranging from coordinating calls between key business units and stakeholders to providing program updates and planning to key executives, ultimately being accountable to both our customer and Uptake leadership for program success and growth. This individual is intellectually curious, has excellent communication and writing skills, and has a strong willingness to learn and apply knowledge creatively. Ultimately, this person is a self-driven leader who can lead and hold an organization accountable.

Responsibilities

• Maintain cross-organizational alignment to accomplish program deliverables, vision and objectives
• Ensure seamless operations, identifying internal and external blockers and working with relevant groups to remove those blockers
• Coordinate and lead program manager(s) to ensure needs and expectations are translated accordingly to other Uptake teams and customer
• Lead client communications and expectation setting
• Coordinate between Uptake’s Product Development and Data Science teams with customer stakeholders and subject matter experts to understand project status and dynamics, and represent each party broadly both with the customer and the Uptake teams
• Responsible for managing all KPIs and measurement of those targets and KPIs
• Oversees creation of communications materials, dashboards and reports and execution of implementation playbooks
• Own weekly updates to management of new activities, sharing and discussing urgent and important issues as they arise
• Motivate, drive, and develop talent in groups involved in program delivery
• Responsible for staffing, resource planning and coordination to ensure we are optimized for success
• Viewed as the go to person to ensure Uptake and the customer are aligned on objectives and key results
• Able to translate business and technical requirements to various stakeholders
• Clearly understand the mutual goals and ability to navigate and mediate issues to successful resolution
• Builds trusted relationships and is able to influence and collaborate across various functions including sales, engineering, legal, and finance

Qualifications:

• 10-15 years of experience in consulting, product, implementation or other customer-focused role working with fortune 100 industrial companies
• Demonstrated experience managing complex relationships and projects, mediating disputes and negotiating resolution to very difficult problems
• Superior written and verbal communication skills
• Ability to be hands-on and flexible
• Demonstrated strategic thinking, planning, leading and execution of large teams successfully
• Ability to think creatively and develop non-traditional solutions to complex business challenges

Preferred Qualifications:

• Experience in a SaaS or enterprise software environment
• Technical and/or engineering related experience