Senior Director, Market Access
Sequel Med Tech
Director of Service Delivery
DMI (Digital Management, LLC)
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Define and execute the vision, strategy, and operating model for Managed Mobility and TEM.
- Lead, mentor, and scale a high-performing team of Service Delivery Managers.
- Establish KPIs and metrics that measure adoption, retention, expansion, and customer health.
- Drive proactive engagement across the customer journey through onboarding, adoption, renewal, and growth.
- Develop and maintain executive-level relationships with key enterprise accounts.
- Ensure customer feedback is captured, prioritized, and communicated effectively to influence product roadmap and service delivery.
- Partner with customers to define success criteria and deliver measurable ROI through DMI’s services and TEM platform.
- Act as an escalation point for customer issues, ensuring quick resolution and clear communication.
- Support strategic account planning in collaboration with Sales and Delivery leaders to drive growth opportunities.
- Work closely with Product and Engineering teams to align customer needs with platform enhancements.
- Partner with Service Desk, Depot, and Expense Management teams to ensure seamless end-to-end service delivery.
- Collaborate with Marketing and Sales to develop customer advocacy programs, case studies, and references.
- Implement scalable processes, tools, and operating plan to standardize DMI’s best practices for delivery.
- Utilize analytics and reporting to forecast churn risk, track adoption, and identify upsell/cross-sell opportunities.
- Champion a customer-first culture across the organization.
Requirements
- Bachelor’s degree required, MBA or equivalent experience preferred.
- 10+ years of experience in Customer Success, Account Management, or Client Services, with at least 5 years in a leadership role.
- Proven success in managing enterprise accounts within Telecom, SaaS, or Managed Services.
- Strong leadership skills with experience building and scaling high-performing teams.
- Deep understanding of Managed Mobility Services and Telecom Expense Management.
- Executive presence and ability to engage with C-level stakeholders.
- Data-driven mindset with strong analytical and problem-solving skills.
- Excellent communication, negotiation, and relationship-building skills.
- Successful completion of a Fingerprint background investigation.
- Min Citizenship Status Required: Must be a U.S. Citizen.
