Head of Client Delivery

Role Overview

As the Head of Client Delivery, you'll own both how we deliver for our clients and our client outcomes. From hiring client strategists to building client delivery playbooks, you’ll be responsible for how we keep clients happy at scale. You will work closely with your engineering counterpart to decide where the division of responsibility should optimally fall.

This is a high ownership, high urgency, management role for someone who thrives on execution velocity and is comfortable moving across multiple engagements at once. You'll work closely with the executive leadership team to ensure our business is delivering on our promise.

The right person will assemble a uniquely spiky team and create a culture where Client Strategists are constantly growing and up-leveling.

What You'll Do

• Source, hire, and mentor Client Strategists
• Partner closely with our Head of Client Engineering to define swim lanes
• Partner closely with our Platform Engineering and Product teams to identify tooling we should build or buy to support Client Strategist work
• Manage big picture relationships with government officials all across the country in every agency
• Navigate internal teams and organizational structures to advocate on behalf of FSH and our client stakeholders
• Own pre-sales demo processes to convince potential government clients of FSH’s unique value
• Standardize documentation and customer onboarding processes
• Identify expansion opportunities within existing verticals and product categories where FSH can deliver impact
• Operate in ambiguity, prioritizing ruthlessly and figuring out what matters most when the path isn't concretely laid out for you
• Present to, and sometimes on behalf of, your clients at local community events, conferences, and award ceremonies

What You'll Need

• 5+ years of client-facing experience in a capacity that required you to deliver projects, manage stakeholders, and find new opportunities for work. This could come from consulting, GTM/revenue operations at a company selling into enterprises, a founder role, or some comparable background
• A track record of systemizing processes from 0 to 1
• Experience mentoring and growing talent
• Strong communication skills, with the ability to context switch between non-technical and technical audiences
• Strong interpersonal skills that allow you to easily navigate through local city politics and large group settings
• Comfort with ambiguity and a bias toward action

Nice to Have

• Experience founding or working in an early-stage startup or other fast-moving environment
• Familiarity with state and local government, public sector, or other complex institutional clients
• Some technical background - some examples may include shipping fun side projects for yourself, having a CS undergrad degree, or contributing to open source projects
• Public speaking, streaming, or teaching experience

Employees are expected to live in New York City or Philadelphia and work out of our office in either location.