Director of Project Delivery and Client Success

The Role:

The Director of Project Delivery and Client Success is a key leadership role responsible for ensuring the successful execution of client projects and long-term satisfaction across our customer base through ownership of our delivery methodology for Microsoft Dynamics 365 Business Central (BC), Finance & Supply Chain Management (F&SCM), Customer Engagement (CE), and Power Platform, in close collaboration with delivery team leadership and the VP of Delivery Operations.

This role is accountable for shaping and evolving the end-to-end customer experience, developing scalable and consistent delivery approaches, and ensuring delivery teams are empowered to execute with clarity, confidence, and customer focus. Through strong cross-functional partnerships and a relentless focus on process excellence, this role fosters a culture of accountability, performance, and customer-centricity.

Key Responsibilities:

Customer Experience Leadership

• Own the overall customer experience throughout the project lifecycle—from kickoff through go-live and post-implementation success.
• Serve as an executive point of contact for strategic accounts and key project escalations.
• Establish mechanisms to gather, measure, and respond to client feedback, ensuring continuous improvement in customer satisfaction and outcomes
  
  

Delivery Methodology Ownership

• Lead the design, evolution, and adoption of scalable delivery methodologies across all Dynamics 365 practices (BC, F&SCM, CE, Power Platform).
• Ensure methodologies are clearly defined, consistently applied, and aligned with both client needs and internal delivery capabilities.
• Optimize tools to create more efficient project delivery, with an emphasis on the use of AI
• Work closely with delivery leadership to support training, onboarding, and enablement on new or updated approaches.
  
  

Cross-Functional Partnership

• Collaborate with the VP of Delivery Operations, Practice Leads, Sales, and Marketing teams to ensure delivery models align with go-to-market strategy, resource models, and client expectations.
• Partner with internal stakeholders to identify opportunities to streamline delivery, reduce risk, and improve project efficiency and profitability.
• Support the development of tools, templates, and reporting to monitor delivery health and drive transparency across the organization.
  
  

Team & Culture Development

• Promote a high-performance culture rooted in accountability, client value, and continuous improvement.
• Champion operational excellence and ensure alignment between delivery teams and company goals.
• Support team development by fostering collaboration, mentoring, and adherence to best practices.
  
  

Qualifications:

• 10+ years of experience in professional services, ERP/CRM delivery, or client success, with a strong preference for experience in the Microsoft Dynamics 365 ecosystem.
• Proven success leading cross-functional project delivery teams and driving customer outcomes at scale.
• Expertise in delivery frameworks (e.g., Microsoft Sure Step, Agile, hybrid methodologies) and business process transformation.
• Executive-level communication and relationship-building skills, both internally and externally.
• Experience designing and implementing scalable delivery processes and tools.
• Bachelor’s degree required; PMP, Prosci, or other project and change management certifications preferred.
  
  

The Perks:

• Compensation: You’ll earn a base between $150,000 and $170,000, with bonus opportunities that can bring total earnings to $170,000 – $190,000 or more.
• Healthcare Benefits: Full coverage of employee health benefits.
• Retirement: Invest in your future with access to a 401(k) retirement plan. Your financial security is important, and we're here to help you build it.
• PTO: Enjoy generous paid time off for vacations, holidays, and those inevitable sick days. Work hard, but don't forget to play hard!
• Remote Work Magic: Embrace the freedom to work remotely from the location of your choice.
  
  

Who we are:

We've been on an exciting mission since 1987 to partner with customers as they transform and grow their businesses. As a Microsoft Solution Partner, we’re recognized as a top partner. We owe that success to our team of 150+ Microsoft Dynamics 365 and Power Platform solutions experts who pair business needs with system capabilities to create the recipe for success. We are continuously innovating to maximize our customers’ technology investments. From our IP products to our teams who always have a little fun, we are not your average ERP company.

We encourage you to apply even if you feel that you do not meet all of the above qualifications. Frequently cited statistics show that women and underrepresented groups are more likely to only apply to jobs if they meet 100% of the listed qualifications. Western Computer encourages you to break that statistic and to apply. No one ever meets 100% of the requirements. We look forward to your application!