Director - software delivery

Responsibilities
External Responsibilities
Serving as an escalation point for client issues, and coordinate with our account and engineering managers offshore to resolve customer issues in a timely manner
Building and maintaining technical trusted advisor relationships with clients' influential operational and technical decision makers for the successful adoption of KMS solutions and services
Developing strategic level understanding and knowledge of emerging technology trends, tools, and services which can be leveraged on projects as needed
Understanding key competitors and their offerings
Assisting with the expansion and/or renewal of existing account
Assisting with the technical sales support activities for the new logo and existing accounts
Internal Responsibilities
Assisting with the coaching and mentoring of account managers and implementation leads to ensure they fully understand client expectations, relationship building, account success factors, effective communication and status updates.
Providing feedback, advice and back up as needed to account managers to ensure they have the support needed to effectively run accounts and promote positive work environment
Attending and actively participating in staff meetings, offering ideas, insights and recommendations on KMS's policies, staffing needs, client service improvements, new business opportunities, and other topics that ultimately impact the overall quality of the account.
Consistently demonstrating the ability to successfully move into problem-solving mode whenever challenges or concerns arise
Working well with and demonstrating respect for colleagues at all levels and consistently contribute to a positive work environment for the entire staff