iCert Global

Associate Vice President, Customer and Partner Delivery Operations

iCert Global

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $195,000 - $355,000 per year

About the role

  • Act as the primary executive engagement leader for top-tier customers, ensuring alignment on business objectives, adoption goals, and measurable outcomes.
  • Drive high-impact customer engagement that results in sustained platform adoption, renewals, and expansion.
  • Partner with senior customer stakeholders to translate strategic priorities into outcome-based success plans.
  • Lead value realization discussions connecting platform usage, contract data, and AI insights to tangible business results.
  • Accelerate adoption of core and AI-powered Icertis capabilities, moving customers from enablement to optimization and innovation.
  • Introduce new and underutilized platform features, clearly articulating value to motivate execution and change.
  • Proactively identify, forecast, and mitigate churn and adoption risk using health, usage, and engagement signals.
  • Hire, develop, mentor, and upskill Customer Experience talent to operate as trusted advisors and value leaders.
  • Work cross-functionally with Sales, Product, Consulting, Support, and Partners to deliver seamless customer outcomes.

Requirements

  • 10+ years of customer-facing leadership experience across enterprise SaaS, technology, procurement, contracting, legal, commercial, and/or consulting environments.
  • Proven success managing and growing strategic enterprise accounts with senior executive stakeholders.
  • Ability to operate effectively in complex, high-growth, and ambiguous environments.
  • Strong executive presence with the ability to build credibility and trust at all levels of customer organizations.
  • Experience aligning customer business challenges with platform and AI-enabled solutions.
  • Passion for developing talent and leading high-performing, collaborative teams.
  • Bachelor’s Degree required; MBA or equivalent experience preferred.
  • Willingness to travel up to 60%.
Benefits
  • Robust medical, dental, vision, and mental health benefits.
  • Employee Assistance Program (EAP).
  • Equity (RSUs) and shared ownership in the company.
  • Generous 401(k) match.
  • Flexible work environment.
  • Paid maternity and paternity leave.
  • Generous holiday and PTO program.
  • CaaS (Coaching as a Service).
  • Annual personal development allowance.
  • 7 Days for Humanity – seven paid volunteer days annually.
  • Global and regional DEIB steering committees and employee resource groups (ERGs).
  • Global DEIB training programs and guest speakers throughout the year.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
enterprise SaaSAI-powered solutionsplatform adoptionvalue realizationcustomer engagementcontract managementprocurementconsultingstrategic account managementbusiness outcome alignment
Soft skills
executive presencecredibility buildingtrust buildingtalent developmentteam leadershipcollaborationmentoringcommunicationproblem-solvingadaptability
Certifications
Bachelor's DegreeMBA