VP, Customer Delivery

Location

United States

Posted

29 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

VP, Customer Delivery

nue.io

Role Description Nue is redefining how SaaS companies manage their quote-to-cash motion — and we're doing it faster than anyone else in the market. As VP of Customer Delivery, you'll own the organizational function that turns that promise into reality for every customer we sign. This is not a traditional Professional Services leadership role. We're not looking for someone to manage a bench of consultants executing implementations one at a time. We're looking for a builder — someone who sees AI agents, automated orchestration, and partner leverage as the delivery model, and people as the architects who design, govern, and continuously improve it. You'll consolidate what were previously two separate functions — Professional Services and Field Engineering — into a single, unified Customer Delivery organization. Your mandate is to dramatically accelerate time-to-value, reduce delivery cost, and raise quality — simultaneously — by shifting from labor-intensive delivery toward AI-augmented, partner-led execution. What You'll Own - AI-First Delivery Architecture - Redesign the delivery model from the ground up around AI workflow orchestration. - Define and own the AI toolchain for delivery. - Drive measurable reduction in time-to-implement and delivery cost per customer through progressive automation. - Establish feedback loops between delivery outcomes, AI workflow performance, and product roadmap priorities. - Partner-Led Delivery Ecosystem - Set the strategic vision and investment model for partner-led delivery. - Hold executive accountability for delivery outcomes across all partner-led engagements. - Establish the governance framework: delivery standards, certification requirements, and quality thresholds. - Sponsor the development of AI-powered tooling, implementation playbooks, and architectural blueprints. - Serve as the executive escalation point for at-risk or strategically significant partner-led engagements. - Delivery Excellence & Technical Standards - Partner with the Director of Solutions Architecture to maintain technical standards. - Ensure all implementations are delivered to a consistent, scalable standard. - Own the executive escalation layer for technically complex or at-risk implementations. - Ensure FDE work product feeds back into reusable assets and product improvements. - Team Leadership & Organizational Design - Lead the unified Customer Delivery organization in partnership with directors. - Set direction, remove blockers, and create the conditions for each director to lead their function effectively. - Own hiring standards, career frameworks, and enablement programs. - Build a culture of continuous improvement, accountability, and high-quality execution. - Commercial & Cross-Functional Ownership - Partner with Sales on scoping, SOW structuring, and deal design. - Collaborate with Customer Success to ensure delivery transitions are clean. - Partner with Product to surface delivery insights and influence roadmap. - Own delivery P&L: utilization, gross margin, services revenue, and time-to-implement targets. Operational Metrics You'll Drive - Time-to-implement (across internal and partner-led) - Implementation success rate and escalation rate - Delivery gross margin - Partner delivery quality scores - CSAT / NPS across implementation engagements - AI workflow automation coverage (% of implementation tasks handled by agents vs. humans) Qualifications - 10–15+ years in Professional Services, Field Engineering, or Customer Delivery leadership - At least 5 years in a VP or senior leadership role with direct P&L responsibility - Proven track record redesigning delivery organizations for scale - Experience moving from labor-intensive delivery toward tooling, automation, or partner-leverage models - Genuine excitement about AI-augmented delivery - Deep expertise in CPQ, Billing, and Quote-to-Cash systems - Salesforce platform depth (Apex, data model, integrations) strongly preferred - Familiarity with ERP integrations (NetSuite, Workday), tax services (Avalara, Anrok) - Strong partner and ecosystem management experience - Comfortable defining delivery standards, certification programs, and quality governance for partner SIs - Degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience - Commercial acumen: SOW construction, delivery pricing, margin management - Ability to operate at multiple altitudes - Strategic enough to design the future operating model; hands-on enough to get in the weeds on a difficult implementation when needed Bonus Points - Background in high-growth SaaS (Series B–E) - Experience with usage-based billing, revenue recognition (ASC 606), or complex multi-product pricing models - Experience building or managing offshore/global delivery teams - Experience building an AI-augmented delivery workflow Why This Role - You'll build the delivery model that replaces the traditional PS playbook. - Direct influence over product roadmap, partner strategy, and company revenue. - High executive visibility — reporting directly to VP of Services & Customer Success with board-level exposure. - The scale challenge is real and unsolved: you'll be designing the organization, tooling, partner model, and AI workflows largely from scratch.

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