At Stitch, we’re building something extraordinary. As a fast-growing team of passionate marketing technologists, architects, and strategists, we bring together our diverse backgrounds and experiences to work towards one common goal: make marketers’ lives easier with Braze.
Customer engagement is becoming increasingly complex, but with the right technology, processes, and strategies in place, marketers can achieve great things. We're motivated to be drivers of what the future of martech looks like by building solutions that work.
We’re all in on Braze as the leading customer engagement platform and the cornerstone of the modern martech stack. As an Orbit-level certified Braze partner (the highest level of partnership), we work alongside marketers from some of the world’s most beloved brands to stitch together innovative solutions, better processes, and smarter strategies that make marketing magic happen in Braze.
About This Role
Your role will make a tremendous impact across Stitch because you’ll be acting as a strategic partner across our accounts and be responsible for inspiring and mentoring a high-performing team built on a culture of accountability, collaboration, and continuous learning.
As a Delivery Director, you will be focused on a set of accounts where you will be responsible for the overall project execution, the first level of management escalation, and managing a cross-disciplinary team including Project Managers, Solution Architects, Marketing Strategists, Business Strategists, Technical Producers (Email Developers), and more.
What You’ll Do
- Account Management: You will be responsible for servicing a book of business that totals $10M - $15M in revenue. As the most senior delivery leader, you will be managing executive stakeholders, conducting executive sessions, be responsible for project escalations, and partnering with the Client Partner to identify future opportunities. Collaborate cross-functionally with Client Partners, Operations, and Delivery leadership to maintain visibility into team health, staffing capacity, and account outcomes.
- Delivery Excellence: You will be responsible for driving successful project execution, ensuring use of standard methodology and processes across your team, and developing best practices for your account portfolio or domain expertise.
- Operational Management: Manage project margins, proactively resolve scope issues, and address resource allocation challenges to prevent escalation.
- Delivery Leadership: Manage a team of Associate Directors and drive a high-performance culture by setting clear expectations, providing consistent feedback, partaking in hiring, training and onboarding consultants, celebrating wins, and holding space for continuous improvement.
- Customer NPS: You will be responsible for maintaining a favorable customer NPS Score across your portfolio.
- Innovation: Your thought leadership will help us to develop packaged solutions that help achieve client’s business outcomes
- Occasional travel: Travel up to 20%, to various locations as required.
- Perform other duties as assigned.
What Does Success Look Like In This Role?
- You successfully service a group of accounts between $10M - $15M.
- Leverage AP’s, PMO, and the head of solutions to proactively manage customer escalations
- Manage a team of associate directors organized by competencies across the organization, and your portfolio
- Your leadership leads to a 55%+ target margin across your projects.
- The accounts across your portfolio achieve an NPS Score of 7+
- You contribute 8-10 billable hours a week as a part of your delivery leadership/account management responsibilities
Requirements
- A minimum of 10+ years of hands-on experience with marketing technology and customer engagement implementations.
- 5+ years in consulting, with proven success driving high-impact work for enterprise-level clients.
- 5+ years of direct people leadership experience
- Experience leading teams of 10 direct reports or more.
- Deep understanding of marketing technology ecosystems (CDPs, ESPs, data warehouses, and integrations) and the ability to translate strategy into execution.
- Strong executive communication and stakeholder management skills, with experience leading conversations at the C-suite or senior client leadership level.
- Proven success managing or supporting strategic accounts, balancing team capacity, delivery quality, and client satisfaction.
- Demonstrated ability to build and sustain high-performance teams by setting clear expectations, coaching for growth, and ensuring delivery excellence.
- Must possess legal authorization to work in the United States or Canada without requiring employer sponsorship, both presently and in the future.
Benefits
- Medical, dental, vision, and life insurance
- 401k with company match
- Flexible PTO policy
- Monthly tech stipend
- Paid parental leave
- In-person onboarding experience at our HQ in Indianapolis, Indiana
- Mental well-being support
