Director of Delivery and Customer Success

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS.

We’re rapidly growing and looking for another important piece of the puzzle.

Is it you?

We are looking for a Director of Delivery and Customer Success to lead and align our Project Management and Customer Success teams. This role is crucial in ensuring seamless customer onboarding, product delivery, and ongoing satisfaction.

Let’s get down to business:

What You'll Do:

• Lead and align the Project Management and Customer Success teams to ensure seamless customer onboarding, product delivery, and ongoing satisfaction.
• Oversee project delivery lifecycle, including POCs, ensuring timelines, budgets, and quality standards are met.
• Drive customer retention, adoption, and growth through proactive customer success strategies.
• Collaborate cross-functionally (Sales, Product, Support) to ensure customer needs are met and feedback is integrated.
• Establish and track KPIs to measure project success, customer health, and team performance.
• Coach and develop team members to build a high-performing, customer-focused organization.
• Reporting to the Chief Customer Officer
  
  

Requirements:

Experience and Skills:

• Leadership and Team Management: Proven ability to lead and manage teams, including Project Management and Customer Success, to ensure alignment and high performance.
• Project Management: Strong skills and experience in overseeing large scale project delivery lifecycle, including POCs, with a focus on meeting timelines, budgets, and quality standards.
• Customer Success Strategies: Expertise in driving customer retention, adoption, and growth through proactive strategies.
• Cross-functional Collaboration: Ability to collaborate effectively with Sales, Product, R&D and Support teams to ensure customer needs are met and feedback is integrated.
• KPI Tracking and Analysis: Experience in establishing and tracking KPIs to measure project on time and on scope delivery, customer health, and team performance.
• Coaching and Development: Skills in coaching and developing team members to build a high-performing, customer-focused organization.
• Communication in English: Excellent communication skills to report to the Chief Customer Officer and interact with various stakeholders.
• Problem-solving: Strong problem-solving skills to address challenges and ensure seamless customer onboarding, product delivery, and ongoing satisfaction.
• Industry Knowledge: Familiarity with software financial regulation and related industry standards and advantage
• Customer-centric Mindset: A deep understanding of customer needs and a commitment to ensuring their satisfaction and success.
  
  

Oh hey, you made it all the way here!

So, in case you were wondering, Shield is how compliance teams in financial services can finally read between the lines to see what their employee communications are really saying.

Our platform analyzes digital interactions to fight financial crimes and mitigate a toxic workplace environment.

Shield is a post Series B startup ($35M) with some of the largest financial organizations in the world as investors and customers.

Shielders listen more intently. Pay closer attention to the details. Make the extra effort. Care. It’s what we do at Shield every day. And not just for our customers, but for everyone we work with. It’s all about creating a world where people understand and trust each other.

Shield is set to do good in the world, we help protect market integrity and people’s financial assets.