Senior leadership role focused on leading customer-facing technical and service leaders, with a strong emphasis on customer experience, crisis leadership, and executive engagement. This role operates at the intersection of delivery excellence, technical depth, and customer experience, spanning three areas: Leading critical customer situations and ensuring strong outcomes Driving proactive service and customer success models Managing executive-level customer engagement Working with large, complex enterprise customers across industries, including strategic and high-impact accounts Improved end-to-end customer experience and satisfaction across key accounts Ensures that learning asks are reasonable and relevant as well as aligned with strategic goals of the business before setting clear readiness and learning objectives for the organization. Ensures that employee communities are built, strengthened, and supported for globally inclusive connections. Establishes the operational strategy for their own organization, demonstrates agility while selecting subordinate organizations to implement, and secures and allocates resources that improve customer and employee experience and financial return on investment. 15+ years of experience in roles such as: Technical Account Management / Customer Success Service Delivery / Consulting / Support Leadership Strong track record of leading: Complex, high-stakes customer engagements Customer success or delivery organizations at scale Digital transformation or large technology implementations Experience in platform, cloud, or enterprise technology environments (hyperscalers, ISVs, consulting, digital-native orgs) Executive presence with ability to engage CIO/CTO/CXO stakeholders Exposure to AI / modern technology ecosystems and their customer impact preferred Strong focus on end-to-end accountability for customer outcomes Ability to lead in high-pressure situations with clarity and composure Transparent, consistent, and trusted communication Capability to absorb complexity and customer pressure, turning it into structured action Demonstrated ability to convert critical situations into long-term trust and partnership
