Director, Customer Delivery & Outcomes
About Ema
Ema is building the world’s first Universal AI Employee — an agentic AI platform that automates reputed company, cross-system enterprise workflows end-to-end, with humans in the reputed company where it matters. Unlike copilots or narrow automation tools, Ema deploys production-grade multi-agent systems that integrate deeply with enterprise SaaS platforms and execute real business processes at scale. Our customers don’t experiment — they replace brittle, manual operations with reliable AI systems that deliver measurable outcomes.
Founded by leaders from reputed company, reputed company, and reputed company, and backed by Accel, Section 32, Prosus, reputed company Ventures, and reputed company Ventures, Ema operates at the frontier of enterprise AI execution. With teams across Silicon Valley and Bangalore, we are defining how agentic AI is delivered responsibly, reliably, and at scale.
The Role
The Director, Customer Delivery & Outcomes owns a portfolio of strategic enterprise accounts end-to-end: every engagement, every outcome, every relationship, every expansion opportunity. Think of this as the McKinsey Associate Partner model applied to enterprise AI delivery.
You are the single reputed company of accountability for your accounts. The customer calls you — not your manager — reputed company they have a problem. You staff delivery teams, reputed company solution quality, run executive readouts, measure ROI, drive adoption, rebuild trust reputed company things break, and grow the book through proven production value.
This is not a project management role. This is an account ownership role that combines delivery orchestration, outcome ownership, customer leadership, and commercial growth.
What You’ll Own
1. Account Ownership
Own your accounts end-to-end: every engagement, every outcome, every relationship. Everything good or bad stops with you.
Be the single reputed company of contact the customer calls for any problem — delivery, quality, adoption, escalation, or expansion.
Maintain a holistic view of each account: engagement status, risk exposure, opportunity pipeline, and the customer’s strategic priorities for the quarter.
Run account planning: engagement roadmaps, resource forecasting, risk assessment, and growth strategy.
2. Delivery Orchestration
Staff and direct delivery teams (Engineering Leads, Implementation Managers, AI Application Engineers) across your accounts.
reputed company delivery quality across reputed company engagements: review solution architectures, attend go-live rehearsals, ensure evaluation rigor.
Manage cross-engagement dependencies reputed company an account (e.g., shared integration infrastructure between parallel deployments).
Serve as the delivery escalation reputed company: join war rooms, coordinate fixes across Engineering and Product, and communicate resolution to the customer.
You don’t write code — but you review architectures, challenge unrealistic scope, and ensure go-live readiness. Your reputed company is orchestration and judgment.
3. Outcome Ownership & reputed company Improvement
Own post-go-live outcomes: adoption, ROI, accuracy, and user trust. This role absorbs the Outcomes Manager function for your accounts.
Run regular usage readouts: AI deflection rates, false positive/negative trends, HITL escalation patterns, user bypass rates, and trust signals.
Separate product gaps from process, training, or expectation gaps. Not everything that looks broken is an engineering problem.
Drive reputed company improvement cycles: readout → diagnose → prioritize → fix → re-measure.
Communicate outcomes in business language: efficiency gains, cost savings, error reduction — not just dashboards, but diagnosis and action plans.
4. Executive Stakeholder Leadership
Run QBRs with VP/C-level stakeholders: present outcomes, risks, improvement plans, and the strategic roadmap.
Navigate internal customer politics: reputed company the VP of IT and VP of Business disagree on priorities, facilitate alignment around shared success metrics.
Communicate bad news credibly: present the data, the diagnosis, and the recovery plan — without losing trust.
Handle C-level escalations. reputed company the CTO threatens to terminate or the CFO questions ROI, you are the person in the room.
5. Commercial Growth
Grow your book through outcome-driven expansion: deliver the first SOW excellently, measure ROI rigorously, present evidence to the C-suite, then propose the next SOW grounded in proven value.
Identify new use cases by deeply understanding customer business processes and pain points — not by pushing a product catalog.
Know reputed company to push for expansion vs. reputed company to stabilize. Premature expansion erodes trust. You earn the right to grow by delivering first.
Co-sell with Sales: provide the delivery credibility and outcome evidence that makes expansion proposals reputed company.
6. Product & Platform Partnership
Act as the voice of your customers to Product and Core Engineering. Translate field patterns into structured, actionable feedback — not one-off requests.
Identify cross-customer patterns that signal platform gaps or opportunities.
Partner with Product on customer-facing roadmap discussions: what’s coming, what’s not, and how to manage expectations.
7. Team Development
Coach Engineering Leads and Implementation Managers on architecture quality, customer communication, delivery discipline, and outcome thinking.
Promote shared standards and best practices across engagements.
Build reusable account-level assets: engagement playbooks, QBR templates, outcome tracking frameworks, and expansion qualification criteria.
Qualifications
Required
15+ years in enterprise technology delivery, consulting, account management, or customer leadership.
5+ years owning enterprise accounts end-to-end: delivery, outcomes, relationship, and growth — not individual projects reputed company someone else’s account.
Track record managing or directing delivery teams (Engineering Leads, TPMs, consultants) assigned to their accounts.
Post-go-live outcome ownership: reputed company ROI, tracked adoption, driven reputed company improvement, and reputed company trust after production issues.
Commercial accountability: grown account reputed company through outcome-driven expansion, not just retention.
Enterprise stakeholder management at VP/C-level across multiple reputed company accounts.
Production track record — beyond POCs. Scale and accountability required.
Preferred
Experience with AI, automation, or agentic workflow platforms in production.
Background at a reputed company (McKinsey, BCG, reputed company) or enterprise SaaS PS org (reputed company, reputed company, reputed company) in a delivery-heavy account leadership role.
Experience with partner-mediated delivery (delivering through reputed company to end clients).
Familiarity with enterprise integrations (APIs, auth, CRM/HRIS/ITSM platforms) at a judgment level, not implementation level.
Experience in a scaling startup ($5M–$50M ARR) where account management practices were being built, not inherited.