Head Of Delivery

Summary

Join Raft, a customer-obsessed company, as their Head of Delivery! This remote role, preferably based in the DC Metro Area, requires leading cross-functional collaboration to strengthen customer relationships, drive account expansion, and ensure scalable business processes. You will develop and implement strategies for account growth, create detailed stakeholder maps, and implement sales strategies based on customer insights. The position demands strong leadership, mentoring program directors, and fostering a culture of continuous learning. You will also be responsible for establishing KPIs and staying abreast of industry trends. This pivotal role offers the opportunity to build a robust "Defend and Expand" machine, focusing on customer intimacy and enterprise value alignment.

Requirements

• Minimum of 15+ years of relevant hands-on experience
• Proficient in utilizing internal operation systems such as Microsoft Suite, TechnoMile, and Mattermost to streamline workflows, enhance communication, and improve team collaboration
• Active Top Secret clearance

Responsibilities

• Develop and implement strategies to grow existing accounts by 10% and penetrate adjacent markets
• Identify opportunities for upselling, cross-selling, and securing new business
• Collaborate with cross-functional teams to align strategies with overall business objectives
• Create Detailed Stakeholder Maps: Map out client organizations to identify key stakeholders, their desires, pain points, and mission objectives
• Use these insights to better understand customer needs and challenges
• Implement Sales Strategies Based on Insights: Develop tailored sales approaches that align with the customer's mission and address specific pain points
• Adjust sales strategies to better meet customer desires and expectations
• Create and execute a framework to deepen relationships with existing and potential customers
• Implement best practices for customer engagement and ensure high levels of customer satisfaction
• Work closely with program directors to enhance client relationships and tailor solutions that meet client needs
• Ensure All Interactions are Captured in CRM: Maintain thorough documentation of all customer interactions, stakeholder insights, and account activities in the CRM system
• Promote transparency and knowledge sharing to ensure continuity and scalability
• Mentor and guide program directors to enhance their client management skills
• Foster a culture of continuous learning, collaboration, and adherence to standardized processes
• Ensure that program directors can seamlessly take over each other's accounts without loss of continuity
• Collaborate with internal departments such as marketing, sales, and product development to ensure a cohesive approach to account growth
• Establish and monitor key performance indicators (KPIs) and leading indicators to track progress toward growth objectives
• Stay abreast of industry trends, market dynamics, and competitor activities to maintain a competitive edge

Preferred Qualifications

Local to DC Metro Area

Benefits

• Highly competitive salary
• Fully covered healthcare, dental, and vision coverage
• 401(k) and company match
• Take as you need PTO + 11 paid holidays
• Education & training benefits
• Annual budget for your tech/gadgets needs
• Monthly box of yummy snacks to eat while doing meaningful work
• Team off-site in fun places!
• Generous Referral Bonuses