Director – Customer Success & Delivery

Role Description:

We are looking for a senior, technically strong, customer-facing professional to own end-to-end delivery and commercial management of enterprise radiology AI and PACS deployments.

This is a hands-on execution role combining customer success, solution delivery, and commercial ownership.

You will be the owner for customer accounts, responsible for deployment success, timelines, scope control, revenue realization, and long-term account growth.

Qualification:

BE/BTech/MTech

Experience:

8 - 10 years

Responsibilities:

Customer & Delivery Ownership

• Own all customer accounts post-sales: onboarding, deployment, expansion, renewals.
• Be the primary interface between customers and internal engineering / AI / product teams.
• Translate clinical, IT and business requirements into implementable delivery plans.
• Drive project schedules, milestones, acceptance criteria and go-lives.
• Proactively manage scope, risks, dependencies and escalations.
• Ensure contractual SLAs, uptime, performance and compliance commitments are met.

Commercial & Contract Management

• Own purchase orders, invoicing, collections, renewals and commercial follow-ups.
• Track revenue realization, billing cycles and payment closures.
• Manage contract compliance, change requests and commercial negotiations.

Pre-Sales & Expansion

• Support solutioning, proposals, demos, pilots and technical clarifications.
• Identify expansion opportunities within existing accounts.
• Work with sales leadership on upsell and cross-sell motions.

Skills:

Mandatory:

• Experience managing enterprise, multi-site deployments
• Proven ownership of delivery timelines, milestones, acceptance testing and go-live processes
• Ability to manage SLAs, uptime commitments, DR and business continuity
• Strong expertise in contract lifecycle management, change requests and scope control
• Ownership of POs, invoicing, collections, renewals and revenue realization
• Experience supporting pre-sales activities including RFP/RFI responses, demos, pilots and PoCs
• Strong written communication for proposals, SOWs and customer documentation
• Experience driving account expansion, upsell and cross-sell
• Strong cross-functional leadership with engineering, AI and product teams
• Excellent stakeholder management, escalation handling and negotiation skills

Optional:

• Knowledge of PACS, RIS, VNA and medical imaging workflows
• Strong working knowledge of DICOM, HL7 and FHIR standards
• Experience integrating imaging systems with HIS / EMR platforms
• Understanding of medical device software regulations (FDA, CE, CDSCO) and data privacy standards (HIPAA, GDPR)