• Design, write, and iterate prompts that generate structured, high-quality AI-driven content • Build and maintain scalable prompt frameworks across multiple formats and use cases • Test AI outputs, identify failure modes, and systematically improve results through iteration • Define and enforce rules, constraints, and schemas (including JSON outputs) to ensure consistency and reliability • Evaluate content quality across accuracy, engagement, repeatability, and structure • Develop, prototype, and validate new content formats from concept to production-ready systems • Run experiments to compare prompt variations and scale successful approaches • Collaborate with stakeholders using tools such as generative AI platforms, spreadsheets, and structured workflows • Maintain documentation and clarity around prompt logic, systems, and expected outputs

Role Description We are seeking a highly experienced Head of Delivery to oversee the entire post-sale customer lifecycle, from initial onboarding through sustained, long-term expansion. This pivotal role is a leadership position, operating at the critical intersection of Professional Services, Customer Success, and Customer Support. The core mission is to ensure enterprise clients not only successfully go live but also achieve lasting, measurable value from our platform. The successful candidate will serve as the operational backbone of our customer organization, responsible for instilling structure, accountability, and providing executive-level engagement for our most strategic accounts. This position is perfect for a self-starter who has excelled in high-growth B2B SaaS environments, is enthusiastic about building and refining processes from the ground up, and possesses the confidence to navigate complex enterprise relationships. What you'll do - Lead end-to-end implementation engagements for enterprise clients, from scoping and kickoff through go-live and handoff. - Build and maintain scalable onboarding methodologies, playbooks, and project templates that reduce time-to-value across all client tiers. - Manage a portfolio of concurrent implementation projects, ensuring on-time delivery, scope adherence, and high client satisfaction. - Serve as executive sponsor and primary point of escalation during complex or at-risk deployments. - Partner with Sales during pre-sales to scope professional services engagements, contribute to SOWs, and set accurate delivery expectations. - Develop the PS practice: define pricing models, resource plans, and delivery standards as the company scales. - Own net revenue retention (NRR) and gross retention across the customer base, identifying risk early and driving proactive intervention. - Build and execute tailored success plans for strategic enterprise accounts, aligning platform adoption milestones to client business outcomes. - Oversee the customer support function, setting SLA standards, escalation paths, and quality benchmarks. - Identify recurring support themes and drive systemic fixes — through product improvements, documentation, or training — to reduce ticket volume over time. - Build a tiered support model appropriate for a scaling startup, balancing cost efficiency with enterprise-grade responsiveness. Your Superpowers - Builder & Scaler: You've built functions from scratch and your instinct is to systematize. Playbooks, automations, repeatable processes — if you're doing something twice, you're already designing the system to make it scale. - AI-First Operator: You're constantly asking how AI can make delivery faster, account management more proactive, and customer experience exceptional. - Customer Heartbeat: You know what your customers care about before they tell you. You combine data (dashboards, health scores, usage signals) with real executive relationships to stay ahead — not reactive, anticipatory. - Systems Thinker: You see across PS, CS, Support, Product, and Sales as one connected machine. You spot inefficiencies, close loops, and design processes where nothing falls through the cracks. Working at TopQuadrant best exemplified by our values - Possibility (aka the “Why Not” mentality): We embrace new ideas and ways of thinking because we never let an opportunity to “level up” pass us by. - Humility (aka “Gate check your baggage”): Best ideas win. We check our assumptions and our egos at the door. Titles, the “the way things were,” or “should have been” just don’t matter. - Ownership (aka “Finish Lines Matter”): Finish lines matter. We expect ourselves and each other to step up and own processes and outcomes to completion. - Partnership / Advocacy: Our partners value us because we provide them with superpowers they’ve never had. - Teamwork: Be the person you’d want to work with. Build each other up. Why Join Us - Salary – Our philosophy is to pay competitively, as we want our team focusing on ways to help TopQuadrant win, while feeling comfortable with their compensation. - Annual Bonus - When the company does well, we all should share, not just in long term value, but today. - Equity – You’re joining a growth technology company, and as a team member your ability to make a positive impact is important. We want to provide an opportunity for employees to share in the financial success of the organization. We’ve gathered market data to help us arrive at a generous equity plan. - Benefits - We offer a competitive benefits package including Medical, Dental, Vision, Short and Long Term Disability, Company Paid Life Insurance, Paid Time-Off, and a 401K plan. We also offer parental leave. - Vacation and Holidays - You will be eligible to participate in an Open PTO policy, we recommend you take at least 15 days per year, in addition to 14 observed company holidays.

• Create Fun Levels: Design and develop levels for new puzzle games, ensuring challenging gameplay that is fun all way through • Difficulty Curve Management: Work on balancing the difficulty curve across levels to ensure a smooth and rewarding player progression • Level Editor Improvement: Contribute to improving the level editor to enhance workflow efficiency and creativity

• Perform ad hoc and recurring analyses that inform decision-making across marketing campaigns, channel performance, pricing, lead gen, and partner growth. • Provide analysis and insights for lifecycle and product teams to help drive the business forward, including business cases and scenario modeling for key initiatives. • Build presentation-ready deliverables summarizing key insights, trends, and recommendations. • Support leadership in preparing materials for partner meetings and internal reviews. • Develop a deep understanding of the lifecycle and product pipeline, including core audience segmentation and event-level data. • Conduct ongoing data analysis to identify when key functionality is not performing as intended and proactively flag or escalate issues. • Develop and maintain recurring dashboards and reports used by sales, marketing, and leadership. • Use AI tools (e.g., ChatGPT, CoPilot, Tableau GPT, etc., Claude, Cursor) to automate repetitive reporting workflows and assist with quick data exploration. • Partner with lifecycle and product teams to drive strategy forward by developing a deep understanding of OKRs, identifying key areas of opportunity, and delivering analytical support that moves the needle on critical initiatives.