Client Delivery Director at BetterUp

Austin, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Development, Human Resources, Coaching TechnologyIndustries

Requirements

10+ years of software and/or service delivery experience (execution and/or leadership)
5+ years of experience leading enterprise-wide SaaS platform deployments (overseeing both operational and technical delivery)
Excellent communication skills with executive and operating level stakeholders (inclusive of business and technical personas)
Influencing / working cross functionally (independently navigate well through an org)
Strong program/project management skills (scrum/agile a plus)
Ability to look around corner / uncover early indicators of risk to drive proactive remediation
Extensive experience advising, coaching, influencing

Responsibilities

Orchestrate the successful end-to-end technical and operational delivery of the BetterUp platform to clients
Ensure that the business needs and requirements of clients are clearly understood by internal teams and effectively scope their deliverables/milestones
Contribute to the strategic planning of delivery processes and innovations that enhance client outcomes and operational efficiency
Establish and maintain strong relationships with clients post-sale - inclusive of executive, operating and technical program leadership
Act as the primary point of contact for all client service delivery needs, ensuring superior client experience and engagement
Design and run the mechanisms that monitor and report on delivery efficacy, timeliness, value realization and customer experience (both customer and internal facing)
Develop and implement strategies for continuous improvement
Provide regular and real time client updates regarding delivery status, risks and outcomes
Own the triage and cascade of communications and change management across customer and internal stakeholder groups
Lead post-sale planning and execution across cross-functional delivery teams – spanning Customer Success, People Insights, Services and Product
Champion Voice of Customer with BetterUp’s product and go to market leadership
Design and run issue/escalation and risk management practices (identification → resolution)
Quarterback escalation management with client stakeholders

Skills

Key technologies and capabilities for this role

Delivery ManagementClient OrchestrationPost-Sale StrategyTechnical DeliveryOperational DeliveryStakeholder ManagementProject ScopingMilestone ManagementBusiness Requirements

Questions & Answers

Common questions about this position

What is the work arrangement or location policy for this role?

BetterUp is a hybrid company requiring employees to work from one of the office hubs at least two days per week or eight days per month. US hub locations include Austin, TX; New York City, NY; San Francisco, CA; and the Arlington, VA metro area. Candidates must ensure they can commit to this structure before applying.

What benefits do employees receive at BetterUp?

In addition to a paycheck, employees receive a personal BetterUp Coach, a development plan, a trained and coached manager, and the opportunity to join an amazing team where each member has their own personal BetterUp Coach.

What is the company culture like at BetterUp?

BetterUp offers a fun, inventive, soulful culture focused on human transformation, with remarkably focused and fulfilling work experiences, life-changing work, and the most amazing team you'll ever meet.

What skills and experience are required for the Client Delivery Director role?

The role requires strong skills in delivery management, client relationship management, governance, communications and change management, and collaboration across cross-functional teams. Experience leading post-sale strategy and execution for large strategic clients is essential.

What makes a strong candidate for this position?

Strong candidates have fire in their belly, are excited by the job description, can commit to the hybrid office structure, and are ready for intense, fulfilling, career-defining work in human transformation.

BetterUp

Digital coaching for leadership and employee development

About BetterUp

BetterUp provides professional coaching and personal development services primarily for businesses. Its main product is a digital platform that connects employees, managers, and executives with expert coaches. These coaches help individuals enhance their leadership skills, manage stress, and develop resilience and self-compassion. The platform uses insights and analytics to customize coaching programs to meet the specific needs of each organization, ensuring measurable improvements in employee performance and well-being. Unlike many competitors, BetterUp focuses on a subscription model, allowing companies to provide ongoing access to coaching resources for their employees. The goal of BetterUp is to significantly improve individual and team performance, resilience, and overall employee experience across various industries.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$563.2MTotal Funding

SERIES_ECompany Stage

Data & Analytics, ConsultingIndustries

1,001-5,000Employees

Benefits

Medical, dental, & vision benefits

Flexible Time Off

Paid parental leave

Unlimited coaching

Wellness programs

Education & learning stipend

Volunteer days

Risks

Shift to in-office work increases burnout, potentially affecting BetterUp's client satisfaction.

High valuation post-pandemic may challenge BetterUp in maintaining growth and investor expectations.

Departure of key personnel like Katie Coupe could disrupt internal operations and talent management.

Differentiation

BetterUp is the inventor of virtual coaching, leading the mental health startup sector.

It offers the largest network of over 3,000 coaches in 46 languages worldwide.

BetterUp integrates AI technology to tailor coaching programs to individual and organizational needs.

Upsides

Growing demand for virtual coaching as hybrid work models become more prevalent.

Increased interest in workplace mental health solutions boosts BetterUp's market potential.

AI-driven analytics enhance personalized coaching, improving employee performance and well-being.

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