For more than 30 years, global computer software company Sapiens has served the insurance industry and businesses within the financial services sector. Founded in 1982, and interna
Director, Customer Value Delivery
Location
Worldwide
Posted
2 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Director, Customer Value Delivery
Sapiens
Role Description The Director, Customer Value Delivery (CVD) owns the execution and delivery integrity of Sapiens customer programs. This role sits within the Delivery Success team and is the primary accountable leader for program governance, milestone management, and value delivery inside a customer engagement. The CVD is a senior delivery leader who brings deep insurance industry fluency, commercial discipline, and the judgment to manage complex, multi-workstream programs with clarity and speed. The role is accountable for ensuring that every milestone is delivered to agreed exit criteria, that every risk is visible before it becomes a crisis, and that the delivery model operates at the pace that shortens time-to-value for the customer. The CVD operates an AI-native delivery model in which the execution layer is progressively automated, enabling the role to focus on discernment, governance, and the customer relationship. The role works in close partnership with the Customer Success team, together stewarding the Customer Value Journey – the end-to-end path from implementation through to long-term success and value realization. Commercial outcomes – NRR, ARR, account margin, and customer referenceability – are shared responsibilities. Key Responsibilities - Program Delivery & Commercial Outcomes: - End-to-end delivery ownership: Leads the full program lifecycle from initiation through planning, execution, and closure. Accountable for delivery on time, within scope, and within budget across all workstreams – including platform implementation, integration, data migration, and business change. - Time to Value: Owns the pace at which the customer realizes measurable business outcomes from the Sapiens engagement. Defines the time-to-value baseline at program initiation, tracks progress at every milestone, and uses delivery decisions to actively shorten it. - AI-led SaaS implementation velocity: Moves programs toward faster implementation cycles consistent with Sapiens’ AI-led SaaS delivery model, applying configuration-over-customization discipline. - Commercial Outcomes: In partnership with Customer Success, owns NRR contribution of the customer portfolio, drives expansion levers, and reports against them. - Growth: Identifies upsell and cross-sell potential during delivery and converts insight into pipeline opportunities. - AI-native execution model: Operates a delivery model in which AI supports execution activities such as status tracking, risk summarization, documentation, and reporting cadence. - Milestone Management & Exit Criteria: - Milestone ownership: Defines, manages, and tracks program milestones with clear definitions of done, agreed exit criteria, and formal customer acceptance. - Exit criteria discipline: Works with the customer to agree exit criteria at the start of each phase; manages scope through change orders aligned to those criteria. - Milestone-based billing alignment: Ensures delivery milestones align with billing triggers and commercial events. - Risk and dependency management: Maintains a live program risk register, manages interdependencies across teams, and drives resolution proactively. - Insurance Industry Fluency & Customer Understanding: - Insurance domain depth: Develops deep understanding of the customer’s business, operating model, and regulatory environment. - Customer relationship ownership: Holds the customer relationship at the program level, including C-suite engagement and trust-based partnership. - Proactive Customer Relationship & Escalation Management: - Customer relationship ownership at the program level: Holds the customer relationship at the C-suite level on substance and trust. Is the person the customer calls when something genuinely matters. - Proactive escalation management: Anticipates delivery risks and customer concerns, addressing issues before they escalate. - Customer Success partnership: Works in close coordination with the Customer Success Manager on the account. The PDCA owns delivery execution; the CS team owns the commercial relationship and expansion trajectory. Together, the PDCA and CS team own the Customer Value Journey – the handoff between these functions is deliberate, documented, and clean. Customer health is a shared metric. - Resource Orchestration & Team Leadership: - Cross-functional team orchestration: Manages delivery across blended teams: Sapiens employees, offshore delivery resources, SI partners, and customer-side teams. Ensures alignment, accountability, and pace across all. - Team leadership and development: Treats team development as a commercial lever, not an HR task – holding growth conversations early and building capability with intention. Leads the full talent lifecycle with candor and integrity, from onboarding through to role transitions. - Sapiens ambassadorship: Carries the Sapiens point of view into customer environments. Knows the Insurance Ontology argument, the AutonomousInsurer thesis, and the AI moat – and can hold them in a room. - Project Manager leadership: Directly leads a team of Project Managers across the program. Sets standards, drives accountability, and develops PM capability with intention. The PDCA is the delivery standard-setter on the account – the team performs to the level the PDCA models and demands. Qualifications - 15+ years of experience leading complex enterprise software programs, including at least 5 years in senior delivery leadership roles. - Deep insurance domain knowledge (Life & Pension, Property & Casualty, or equivalent specialty lines), with familiarity in insurance technology platforms. - Demonstrated expertise in milestone-based delivery governance, exit criteria design, scope control, and change management. - Experience leading global cross-functional teams, including SI partners and offshore delivery resources. - AI transformation experience, including use of AI tools across program management and delivery. - Strong program financial management skills, including budgeting, forecasting, and cost-to-serve awareness. - Excellent communication and stakeholder management skills, including executive-level presentations. - Preferred: Experience with SaaS implementation programs, Scaled Agile (SAFe), or hybrid delivery models; PMP, PgMP, or PRINCE2 certification. - Undergraduate degree required; relevant postgraduate qualification is a plus. Benefits - At Sapiens, we are dedicated to building a diverse, equitable, and inclusive work environment. - We believe that diverse perspectives, backgrounds, and experiences make us stronger and more innovative. - We are committed to creating a culture where every individual is valued and can thrive regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic. - Sapiens is an E-Verified & Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Related Guides
Related Categories
Related Job Pages
More Director Jobs
• Provide enterprise-level, analytic leadership for accurate, actionable solutions. • Translate complex analytic findings into clear strategic direction. • Follow existing analytic frameworks, documenting processes. • Own multiple client accounts ensuring satisfaction and growth. • Serve as a senior advisor to clients and support new business development. • Create executive-level presentations with actionable recommendations. • Lead or oversee complex data or research initiatives as needed.
Role Description Elite365 Staffing Group is seeking a Director of Information Technology to serve as the company’s first dedicated internal IT executive. This is a senior individual-contributor leadership role responsible for technology strategy, cybersecurity, applications, network infrastructure, and data analytics across a multi-brand healthcare staffing platform spanning travel nursing, locum tenens, and permanent placement. Reporting to the CEO/CFO and in close collaboration with the VP of Operations, this leader will own the IT roadmap, govern IT vendor relationships, drive post-acquisition system consolidation, and build the data infrastructure needed to support management decision-making and future M&A activity. Key Responsibilities - IT Leadership & Strategy - Develop scalable IT strategies and maintain a multi-year IT roadmap aligned to business growth, brand integration, and operational efficiency objectives. - Prepare and present IT reports for executive leadership including technology KPIs and security posture summaries. - Serve as the IT/Tech Leader — owning vendor relationships, contract governance, and budget accountability. - Establish IT governance including investment prioritization, project delivery accountability, and quarterly executive reporting. - Build an M&A IT integration playbook to standardize onboarding of future acquisitions, including a 90-day checklist and system transition framework. - Identify opportunities for automation, workflow efficiency, and AI-assisted tooling across staffing workflows and back-office functions. - Define the optimal IT support model for the enterprise — establishing which capabilities to insource vs. retain with tech partners. - Application Rationalization & System Consolidation - Deliver a comprehensive application inventory across all brands — documenting systems, vendors, costs, and contract renewal dates. - Define the target-state application architecture and build a consolidation roadmap covering ATS, CRM, finance, and back-office systems. - Lead tech integration of new brands; develop integration roadmaps. - Assess ATS consolidation options and produce recommendations with cost, risk, and timeline analysis. - Drive systems integrations strategy — define data connection standards and eliminate manual handoffs between core platforms. - Cybersecurity & Risk Management - Assume ownership of the organization’s cybersecurity program aligned to the NIST Cybersecurity Framework (CSF); conduct or commission an annual Security Risk Assessment and maintain a tracked risk register. - Ensure security controls and solutions are in place and maintained — including patch management, MDR/XDR, email security, MFA/SSO, RBAC, Privileged Identity Management (PIM), and Conditional Access policies. - Own data protection controls including endpoint encryption, data in transit, and DLP policies covering sensitive client data. - Maintain and exercise a documented incident response plan; serve as internal IR coordinator and primary communicator to leadership. - Maintain a security awareness training and phishing simulation program. - IT Operations & Vendor Governance - Conduct comprehensive IT budget reviews across all software, hardware, SaaS, network, and consulting spend (CapEx and OpEx) and identify savings opportunities. - Define formal SLA tiers with escalation paths; publish vendor performance results to business leadership on a monthly basis. - Administer user feedback program to capture IT service quality across business users. - Develop a formal IT delivery roadmap, prioritized and aligned to business objectives. - Data Platform & Analytics - Manage a data governance program — establishing data element definitions, common terminology, and standard metric calculations across all brands. - Work with SaaS vendors to enforce data standards in core systems, ensuring data quality in downstream dashboards and reports. - Oversee support and enhancements of the centralized data warehouse as well as reports, dashboards, and data analytics. Qualifications - 7+ years of progressive IT leadership with prior budget and vendor management ownership. - Experience in multi-entity or multi-brand environments, including post-acquisition system integration. - Hands-on knowledge of staffing industry technology platforms: ATS systems, CRM (Salesforce), and finance and HR platforms. - Working knowledge of cybersecurity frameworks (NIST CSF or equivalent), endpoint security, SIEM, MFA/SSO, and incident response planning. - Experience governing MSP relationships — contract management, SLA accountability, and cost optimization. - Proficiency with Microsoft 365 / Entra ID, Azure, Power BI, and modern data warehouse concepts. - Strong executive communication skills; able to translate technical risk into business impact for CEO/CFO, VP Operations audiences. Preferred - Background in healthcare staffing — travel nursing, allied health, locum tenens, or permanent placement. - Experience in PE-backed company environments with exposure to portfolio-level reporting and value creation frameworks. - Familiarity with AI/automation tools applicable to staffing operations. - Experience with data governance frameworks and enterprise data quality programs in fragmented, multi-system environments. Korn Ferry (Lominger) Leadership Competencies - Strategic Mindset : This role requires building a multi-year IT roadmap, developing an M&A integration playbook, and making insource-vs.-outsource decisions. - Manages Complexity : The Director must simultaneously rationalize applications across four brands, govern an MSP, own cybersecurity, and build a data platform. - Drives Results : The JD is deliverable-heavy — 90-day integration checklists, consolidation roadmaps, ATS assessments, SLA tiers, and monthly vendor scorecards. - Communicates Effectively : A recurring requirement is translating technical risk and performance into executive-ready language for CEO/CFO/COO audiences. - Manages Ambiguity : The candidate must be comfortable creating structure where none exists — the defining behavioral demand of this role.
• Support the Head of National Accounts & Field Reimbursement in developing and implementing strategic access initiatives with payer accounts (Commercial, Medicare, Medicaid) • Assist with the preparation and execution of cross-functional account plans and presentations for payer customers • Lead field reimbursement support for field-based teams’ in specific sales regions post-approval • Partner with Sales to equip team with clear, compliant payer and reimbursement messaging • Coordinate field reimbursement activities and support resources to resolve coverage, coding, and payment issues post-approval • Help organize executive-level payer meetings and follow-up communications across internal stakeholders • Assist with the development and refinement of reimbursement and payer materials, including value dossiers and payer slide decks • Monitor account-level activity and support execution against timeline, performance, and reporting objectives • Track and analyze relevant market trends and policy changes to inform payer strategy execution • Collaborate closely with internal partners to maintain consistent messaging and seamless customer experience • Act as a conduit between the field and leadership by sharing payer insights and competitive intelligence
Role Description The Senior Director of Business Operations will play a critical leadership role, driving operational excellence and ensuring our customers receive consistent, high-quality service. This individual will lead Customer Success, Customer Support, and Implementations, working closely with the CEO and cross-functional leaders to scale processes, improve retention, and support product adoption. This is a high-impact, strategic, and hands-on role for a senior operator who thrives in a fast-growing, customer-centric SaaS environment. Key Responsibilities - Operational Leadership - Lead, mentor, and develop the Customer Success, Customer Support, and Implementations teams. - Establish and refine operational processes to improve service delivery, customer onboarding, and issue resolution. - Set KPIs, track performance, and ensure teams are aligned with company goals. - Foster a culture of accountability, ownership, and continuous improvement. - Customer Success & Retention - Oversee Customer Success strategy to drive renewals, satisfaction, and long-term partnerships. - Implement best-in-class playbooks for onboarding, adoption, upsell readiness, and lifecycle management. - Build strong executive relationships with customers and serve as an escalation point for strategic accounts. - Customer Support Operations - Ensure high-quality, timely, and efficient support delivery with measurable SLAs and customer experience metrics. - Optimize support workflows, tiering, documentation, and knowledge base practices. - Lead initiatives to improve resolution times, reduce ticket volume, and enhance support automation. - Implementations & Project Delivery - Own the end-to-end implementation framework for new customers. - Ensure projects are delivered on time, within scope, and with exceptional customer experience. - Partner with Product and Engineering to address onboarding challenges and streamline integrations. - Cross-Functional Leadership - Collaborate closely with Product, Engineering, and Sales to ensure strong alignment between customer needs and product development. - Inform roadmap decisions with customer insights, usage patterns, and operational trends. - Represent Operations leadership in executive discussions and strategic planning. Qualifications - 5+ years of experience in Operations, Customer Success, or Service Delivery roles within SaaS, travel tech, or enterprise software. - 3+ years of experience managing leaders or multi-disciplinary teams. - Proven success scaling post-sales operations in a high-growth environment. - Strong knowledge of customer lifecycle management, support operations, and implementation methodologies. - Data-driven decision-maker with strong analytical and process-improvement skills. - Excellent communication, executive presence, and relationship-building skills. - Experience working remotely and leading distributed teams. - Travel industry or GDS/automation experience with flights — strong advantage.
