About the role
The candidate will have responsibilities across the following functions:
Immerse and diagnose:
- Build a deep read of each customer's delivery model, commercial priorities, and success metrics well beyond product adoption.
- Identify the highest-impact problem worth solving, often before the customer has framed it themselves.
Design the engagement:
- Scope transformation initiatives end to end from intake and discovery through delivery, each mapped to a defined business outcome and a complexity tier.
- Set success criteria up front. Every engagement is measurable before it starts, so value realised is provable at the end.
- Run the discovery sprint that qualifies a request: confirm the problem is real, scope the work, and recommend whether it proceeds.
- You protect the function from under-scoped or misrouted requests.
Drive outcomes and expansion:
- Run executive engagements that move the conversation from features to outcomes.
- Surface expansion and churn signals early and build the strategic case behind them; you influence the commercial result, not just the technical one.
- Carry accountability for the value FDS delivers and prevent escalations.
Shape the function:
- Feed cross-account patterns back into the product as the voice of the customer.
- Build reusable engagement models, intake criteria, and frameworks that scale across accounts.
- You help define what FDS looks like at scale, not just execute it.
Requirements:
- Strategic, customer-facing background: PS consulting, solutions strategy, Solution Architect, or management consulting.
- Commercial instinct: you read an account's trajectory, frame risk, and find the expansion without being told where to look.
- Comfort with ambiguity: you take something genuinely messy, understand it, and make it actionable for someone who has to decide.
- Exceptional communication: equally fluent in an exec setting and in a working session. You compress complex ideas without dumbing them down. PS/delivery literacy: you understand utilisation, margin, and project economics, not just CX metrics.
- Technical fluency: you know when integrations, APIs, and AI tooling matter to a design decision.