Principal / Director

Tittle : Principal / Director

Location: Remote

The Director of Customer Experience is responsible for enabling consistent, predictable, and scalable customer delivery operations while identifying opportunities to expand CompQsoft services within existing customer accounts. The role aligns customer outcomes with business value, strengthens long-term partnerships, and supports growth through trusted advisory relationships.

Position Purpose:

The Director, Client Experience is responsible for enabling consistent, predictable, and scalable customer delivery operations. The role is focused on aligning internal delivery teams with client expectations, supporting program-level governance, and driving measurable business value through operational discipline and a proactive approach to customer success. The position is foundational in helping scale our Delivery & PMO capabilities and ensuring long-term client retention and growth.

Key Responsibilities:

· Act as the senior delivery leader and executive advisor across assigned customer accounts.

· Build and maintain strong executive relationships with clients, serving as a trusted advisor.

· Lead PMO processes to ensure standardization, quality control, and operational efficiency.

· Oversee onboarding, implementation, and steady-state service operations.

· Facilitate strategic planning sessions, business reviews, and escalation management.

· Manage and mentor cross-functional teams including Project Managers, Analysts, and Engineers.

· Ensure delivery KPIs including on-time delivery, budget performance, and customer satisfaction are achieved.

· Develop a deep understanding of customer business objectives and technology roadmaps.

· Identify opportunities to expand CompQsoft services within existing customer accounts.

· Partner with Sales and Executive Leadership to develop account growth strategies.

· Lead executive business reviews that align customer goals with future transformation opportunities.

· Support proposal development, scope definition, renewals, and expansion opportunities within existing accounts.

· Ensure accurate documentation, governance, and reporting across all accounts.

Ideal Candidate:

· Experienced delivery leader with the ability to communicate at all levels of an organization.

· Ability to strategically expand delivery footprint & revenue across assigned customers

· Strategic thinker who can connect delivery excellence with business outcomes.

· Collaborative leader who builds trust internally and externally.

· Ability to drive clarity in ambiguous, multi-stakeholder environments.

· Passionate about customer experience, process improvement, and team development.

Desired Requirements:

· 10+ years of experience in client delivery, program management, or consulting.

· Experience working with VARs or within Microsoft or SaaS partner ecosystems.

· Proven track record managing complex accounts and cross-functional delivery teams.

· PMP or other project management certification is a plus.

· Familiarity with Microsoft Dynamics, Copilot, Azure, or Power Platform preferred.

· Bachelor’s degree required; MBA or advanced degree a plus.

Success Metrics:

· Customer Satisfaction (CSAT)

· Customer Retention Rate

· Executive Stakeholder Satisfaction

· Portfolio Health

· Delivery Quality

· Account Revenue Growth

· Expansion Opportunity Pipeline

· Renewal and Expansion Achievement

Why Customers Choose CompQsoft Digital:

· 28 years of experience in delivering complex IT Services & Solutions

· Microsoft Partnership heritage

· Thought Leadership - Excellent customer references.

· Execution Focus - High quality while being very cost effective with blended mode.

CompQsoft Digital is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

Employee is required to travel to business and customer locations, locally and/or nationally up to 25-30%.

The Company reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment. CompQsoft DIGITAL is an Equal Opportunity Employer.