Authorium - Director of Customer Delivery
About Authorium:
Authorium is a leading platform designed to modernize the administrative operations of government. We are on a mission to maximize the effectiveness of government operations at all levels, bringing greater efficiency, compliance, and data insights to today's government leaders. Join us if you're eager to work in a fast-paced, innovative environment and help drive impactful changes in government operations.
Role Overview:
You will lead our implementation and delivery efforts for government agency customers as Director of Customer Delivery in this hands-on leadership role where you'll manage a team of project managers while also running complex implementation projects yourself. You'll be the strategic partner our customers rely on to successfully deploy Authorium in their organizations, focusing on listening to customers, adapting on the fly, and ensuring every implementation feels like a true partnership rather than following rigid processes. You'll report directly to the CEO with significant autonomy while participating in weekly directors roundtables.
Location:
Employees within 30 miles of hub cities (San Francisco, Sacramento, Washington D.C.) required to work onsite Tuesday-Thursday, with remote work available other days
Key Responsibilities:
- Lead and develop team of 3-5 project managers who coordinate customer implementations
- Run implementation projects yourself as individual contributor for complex or high-stakes deployments
- Partner with government agencies to map their procurement and project processes onto our platform
- Coordinate cross-functional delivery teams including solution engineers and product resources
- Collaborate closely with Product Success Leads (PSLs) to ensure co-delivery success and support PSL objectives
- Navigate tough conversations for scope changes, timeline adjustments, or expectation management, including stepping in personally for critical customer realignment discussions
- Ensure customer success through UAT, training, go-live, and ongoing support phases
- Adapt delivery tactics in real-time based on customer needs and project realities
- Serve as accountability partner to executive leadership on delivery excellence and customer satisfaction
- Report weekly on customer delivery health, escalating issues and opportunities to directors roundtable and executive leadership
- Champion customer partnership over rigid process adherence in all interactions
Qualifications:
- 3+ years of experience managing delivery or implementation teams
- Consultant mindset—listen first, adapt quickly, and focus on customer outcomes
- Comfortable being both manager and individual contributor, jumping between strategic oversight and hands-on project work
- Excel at customer-facing interactions and can handle difficult conversations with professionalism and empathy
- High emotional intelligence (EQ) and naturally charismatic—customers trust and connect with you
- Self-starter who thrives in ambiguous situations and takes initiative without being asked
- Highly adaptable and thrive when project requirements shift or unexpected challenges arise
- Experience with complex B2B implementations or similar customer delivery processes
- Can coordinate cross-functional teams without direct management authority, including supporting co-delivery partnerships
- Customer-obsessed and measure success by customer satisfaction, not just timeline adherence
- Communicate clearly and proactively, especially when things don't go as planned
- NOT suitable for those who prefer rigid processes, avoid difficult customer conversations, or struggle with ambiguity of managing both people and projects simultaneously
Compensation & Benefits:
$165,000 - $195,000 salary
100% benefits coverage for employee, 401K profit share plan, flexible PTO, and home office stipend.