Director, Program & Client Management

Program Management & Enterprise Delivery (60%) - Lead end-to-end delivery of complex, multi-year enterprise software implementations on the DW platform, from discovery through production stabilisation and into operational steady-state. - Establish and run executive-level program governance — including steering committees, RAID management, decision logs, and portfolio-level reporting. - Maintain tight control of scope, budget, schedule, and resources across a portfolio of concurrent strategic programs. - Drive cross-functional coordination across Product, Platform, Engineering, and Operations to ensure technically sound, operationally supportable delivery outcomes. - Act as the senior escalation point for delivery risk, proactively identifying issues and driving resolution across internal and client teams. - Monitor portfolio performance through KPIs and dashboards; identify risks, dependencies, and opportunities for course correction. - Influence the evolution of Professional Services methodologies, engaging with senior leadership to define and implement scalable delivery standards. Client Services & Account Management (40%) - Serve as the senior point of accountability for strategic enterprise client relationships, building and maintaining trusted advisor relationships at the C-suite and executive level throughout the multi-year engagement lifecycle. - Drive executive governance on a regular cadence to ensure InvestCloud and clients remain aligned on relationship health, strategic priorities, and issue resolution. - Maintain and execute against account plans — identifying growth opportunities and collaborating with Sales to develop upsell and cross-sell strategies. - Champion the voice of the client internally while balancing company priorities; maintain deep understanding of clients’ business objectives and ensure InvestCloud’s platform is aligned to meeting them. - Oversee the operational health of client accounts — including support satisfaction, SLA adherence, system performance, and project status. - Manage renewal processes for assigned accounts, including commercial negotiations and coordination with Legal. - Manage escalation of critical client issues with urgency, empathy, and professionalism. Qualifications & Success Criteria - Bachelor’s or Master’s degree in Business, Technology, or a related field (MBA a plus); 15+ years in financial services, preferably within Wealth & Asset Management, with 10+ years in senior program management or delivery leadership. - Proven track record delivering large-scale, complex enterprise software implementations with multi-year deal lifecycles; experienced across SDLC methodologies with a product-centric focus. - Demonstrated experience leading a team of implementation professionals - 10+ years of B2B client-facing experience with a proven track record of managing and growing C-suite relationships; demonstrated experience running executive-level governance forums (steering committees, QBRs, executive briefings). - Deep domain expertise in wealth management, managed accounts operations, and/or financial technology platforms; knowledge of portfolio accounting, portfolio management, and/or trading platforms (APL experience strongly preferred). - Strong commercial acumen — including experience managing renewals, account growth, and revenue accountability; track record of driving measurable client satisfaction improvement (NPS). - Excellent written and verbal communication skills across all levels — from delivery teams to C-suite; able to influence peers, cross-functional partners, and senior leadership without direct authority. - Highly organised with strong judgement and decision-making skills; comfortable with autonomy, managing competing priorities, and escalating appropriately. - Proficient in programme management and collaboration tools (Smartsheet, Jira, Confluence, MS Project, Power BI); detail-oriented toward scope control, risk management, and accurate reporting. - Prince2, PMP, or equivalent qualification preferred; management consulting or B2B SaaS/fintech background a plus; strong analytical skills and ability to quickly absorb new concepts and technologies.

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