Delivery Director, Professional Services

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About Centric Software: Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market. Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional. The Delivery Director (Customer Success) is responsible for leading Centric PLM post-implementation services organization. This role sits at the intersection of customer relationship management, operational excellence, and professional services delivery. This role is both customer-facing and operational, requiring strong leadership in team management, service delivery, and customer engagement. Key Accountabilities Responsibilities Customer Success Leadership Own the post-implementation customer lifecycle, from go-live through steady-state adoption and expansion. Act as executive sponsor for strategic customer accounts. Ensure customers achieve defined business outcomes and ROl from the software solution. Establish governance frameworks with customers (QBRs, success plans, adoption reviews). Drive customer satisfaction, retention, and referenceability. Professional Services Team Management Lead, coach, and develop a team of post-implementation Professional Services consultants. Define capacity planning, resource allocation, and utilization targets. Establish standards, playbooks, and methodologies for post-go-live services. Ensure consistent, high-quality service delivery across all accounts. Partner with Implementation, Support, and Product teams to ensure seamless customer experience. Operational Excellence Build and manage the operational model for post-implementation services. Define KPis and metrics to measure adoption, value realization, and team performance. Develop scalable processes for onboarding customers into Customer Success programs. Manage forecasting, budgeting, and revenue targets for services engagements. Implement tools and reporting to track customer health and service performance. User Adoption Value Realization Create structured adoption programs and success plans tailored to customer maturity. Ensure customers fully leverage product capabilities through workshops, optimization sessions, and training. Identify expansion opportunities based on usage patterns and customer goals. Cross-Functional Collaboration Partner with Sales for renewals and expansion opportunities. Work with Product to relay customer feedback and influence roadmap priorities. Collaborate with Support to proactively address risk accounts. Align with Implementation teams for smooth transition from project to steady -state. Knowledge Skills Requirements Background in PLM, ERP, Supply Chain, Retail, or complex enterprise platforms implemenations Strong technical background Experience managing P L or services revenue targets Strong understanding of enterprise software implementation and post-go-live lifecycle Proven experience building operational processes and scalable service models Experience building playbooks and standardized service offerings. Excellent executive-level communication and stakeholder management skills Familiarity with customer health scoring tools Ability to balance customer advocacy and operational excellence The US base salary range for this full-time position is $150,000 - $200,000 + benefits.Our salary ranges are determined by role, level, and location. The range for each job posting r

关于Centric Software：Centric Software® 是全球领导者，为各种规模的零售商、品牌和制造商提供创新的、AI赋能的从产品概念到商业化的平台。我们为零售、时尚、奢侈品、鞋类、户外、家居和消费品品牌提供开创性的最佳解决方案，用于规划、设计、开发、采购、合规、购买、制造、定价、分配、销售和补货产品。我们的技术赋能品牌简化流程、提升效率，并在不断变化的市场中自信运营。我们的故事是一个快速增长、大胆创意和非凡机遇的故事。我们在这里挑战现状——我们正在寻找同样想要挑战现状的优秀人才。无论你身处世界何处，这都是你参与非凡事业的机会。交付总监（客户成功）负责领导Centric PLM实施后服务组织。该角色处于客户关系管理、运营卓越和专业服务交付的交汇点。该角色既面向客户又面向运营，需要在团队管理、服务交付和客户参与方面具备强有力的领导力。关键职责 职责 客户成功领导 负责实施后的客户生命周期，从上线到稳定状态采用和扩展。担任战略客户账户的执行发起人。确保客户实现既定的业务成果和软件解决方案的ROI。与客户建立治理框架（QBR、成功计划、采用审查）。推动客户满意度、留存率和可参考性。专业服务团队管理 领导、辅导和发展一支实施后专业服务顾问团队。定义容量规划、资源分配和利用率目标。建立上线后服务的标准、playbook和方法论。确保所有账户一致、高质量的服务交付。与实施、支持和产品团队合作，确保无缝的客户体验。运营卓越 构建和管理实施后服务的运营模式。定义KPI和指标以衡量采用、价值实现和团队绩效。开发可扩展的流程，将客户纳入客户成功计划。管理服务参与度的预测、预算和收入目标。实施工具和报告以跟踪客户健康和服务绩效。用户采用价值实现 创建结构化采用计划和成功计划， tailored to客户成熟度。通过研讨会、优化会议和培训确保客户充分利用产品能力。根据使用模式和客户目标识别扩展机会。跨职能协作 与销售合作以促进续约和扩展机会。与产品合作传达客户反馈并影响路线图优先级。与支持协作主动处理风险账户。与实施团队对齐，实现从项目到稳定状态的顺利过渡。知识技能要求 PLM、ERP、供应链、零售或复杂企业平台实施背景 强大的技术背景 管理P&L或服务收入目标的经验 对企业软件实施和上线后生命周期有深入理解 具有构建运营流程和可扩展服务模式的 proven经验 具有构建playbook和标准化服务产品的经验。出色的高管级沟通和利益相关者管理技能 熟悉客户健康评分工具 能够平衡客户倡导和运营卓越 该全职职位的美国基本薪资范围为$150,000 - $200,000 +福利。我们的薪资范围由角色、级别和地点决定。每个职位发布的薪资范围

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