Director of Client Delivery & Success

Company Description Digital Edge: Your Trusted Partner in Cybersecurity and IT Solutions is a New York-based team of engineering professionals focused on digital transformation for organizations of all sizes. With over two decades of experience, the company specializes in cybersecurity, compliance, cloud operations, vCISO services, and secure remote workforce solutions across industries including fintech and global enterprises. Its distributed dev/cloud-ops team across the U.S. holds AWS Level 1 Managed Security Services Provider competency and Microsoft Azure certifications, supporting cloud migration, modernization, and ongoing management. Digital Edge provides Well-Architected reviews, continuous security operations, monitoring, vulnerability management, and in-house data center solutions. The company emphasizes strong relationships, transparent communication, and tailored roadmaps that align technology initiatives with business goals.
Role Description The Director of Client Delivery & Success is a full-time, hybrid role based in New York, NY, with flexibility for some work from home. This role oversees end-to-end delivery of cybersecurity and IT solutions, ensuring that client engagements are executed on time, within scope, and aligned with contractual and strategic expectations. The director leads and mentors a cross-functional delivery team, coordinates with engineering and sales, and serves as a senior point of contact for key clients, driving satisfaction, retention, and expansion opportunities. Daily responsibilities include monitoring service performance, resolving escalations, optimizing processes, and developing best practices for client onboarding, communication, and reporting. The role also involves contributing to strategic planning, refining client success metrics, and identifying opportunities to enhance the client experience and service portfolio.
Qualifications

• Client relationship and account management skills, including Account Management and Customer Retention, with experience managing strategic or enterprise accounts.
• Customer success and experience capabilities, including Customer Satisfaction and Customer Experience, with a track record of improving client outcomes and engagement.
• Team Leadership skills, with demonstrated ability to manage, coach, and develop multidisciplinary delivery and support teams.
• Strong background in IT services, cybersecurity, or cloud operations, preferably within a managed services or consulting environment.
• Proven experience in program or project delivery, including setting KPIs, managing budgets, and driving continuous improvement.
• Excellent communication, presentation, and stakeholder management skills, with comfort engaging from the C-suite to technical teams.
• Ability to work effectively in a hybrid environment based in New York, NY and collaborate across distributed teams.
• Bachelor’s degree in business, information technology, or a related field; advanced degree or relevant certifications (e.g., PMP, ITIL, cybersecurity or cloud certifications) are a plus.