The posting
At Stitch, we’re building something extraordinary. As a fast-growing team of passionate marketing technologists, architects, and strategists, we bring together our diverse backgrounds and experiences to work towards one common goal: make marketers’ lives easier with Braze.
Customer engagement is becoming increasingly complex, but with the right technology, processes, and strategies in place, marketers can achieve great things. We're motivated to be drivers of what the future of martech looks like by building solutions that work.
We’re all in on Braze as the leading customer engagement platform and the cornerstone of the modern martech stack. As an Orbit-level certified Braze partner (the highest level of partnership), we work alongside marketers from some of the world’s most beloved brands to stitch together innovative solutions, better processes, and smarter strategies that make marketing magic happen in Braze.
About This Role
Your role will make a tremendous impact across Stitch because you’ll be acting as a strategic partner across our accounts and be responsible for inspiring and mentoring a high-performing team built on a culture of accountability, collaboration, and continuous learning.
As a Delivery Director, you will be focused on a set of accounts where you will be responsible for the overall project execution, the first level of management escalation, and managing a cross-disciplinary team including Project Managers, Solution Architects, Marketing Strategists, Technical Producers (Email Developers) who report into you through their Associate Directors.
What You’ll Do
- Account Management: You will be responsible for servicing a book of business of 8-15 clients. As the most senior delivery leader, you will be managing executive stakeholders, conducting executive sessions, responsible for overall client and project management including mitigating escalations, and partnering with the Client Partner to identify future opportunities. Collaborate cross-functionally with Client Partners, Operations, and Delivery leadership to maintain visibility into team health, staffing capacity, and account outcomes. Partner with Sales and Client Partners on proposal and pitch processes to secure new business and drive growth from existing clients.
- Delivery Excellence: You will be responsible for driving successful project execution, ensuring use of standard methodology and processes across your team, and continuing to help us develop best practices per your functional domain expertise that grow our team
- Operational Management: Manage project margins, proactively resolve scope issues, and address resource allocation challenges to mitigate risk. When you feel a project or a team could be off target, you rapidly diagnose the root cause, establish a plan of action, and manage appropriate communications with the client, broader leadership, and working closely in parallel with the account Client Partner.
- Delivery Leadership: Take the lead in managing a team of Associate Directors, driving a high-performance culture through clear expectations and consistent feedback. Form lasting bonds by partnering on hiring, training, and onboarding consultants, while celebrating wins as a team. Champion a mindset of continuous improvement, pushing the team to seek solutions and never settle for the status quo.
- Customer Satisfaction: You will be responsible for maintaining favorable customer satisfaction, as measured by renewal and growth as well as client feedback in account check-ins and G2 reviews.
- Innovation: Your thought leadership will help us to develop packaged solutions that help achieve client’s business outcomes
- Occasional travel: Travel up to 20%, to various locations as required.
- Perform other duties as assigned.
What Does Success Look Like In This Role?
- You successfully service a group of 8-15 client accounts.
- Leverage senior team members and functional leaders from our PMO and Head of Solutions to proactively manage customer risk and relationships.
- Manage a team of Associate Directors organized by competencies across the organization, and your portfolio.
- Your leadership leads to a 55%+ target margin across your projects and your team of consultants is achieving a 80%+ utilization target.
- Average client account check-in scores of 8+
- You contribute minimally 8-10 billable hours a week as a part of your delivery leadership and account management responsibilities
Requirements
- 12+ years of hands-on experience with marketing technology and customer engagement implementations.
- 10+ years in consulting or professional services, with proven success driving high-impact work for enterprise-level clients.
- 6+ years of people-leadership experience, including hiring, coaching, and developing the people on your team.
- Experience managing a team of 10 or more, including directly managing other managers or team leads.
- Deep understanding of marketing technology ecosystems (CDPs, ESPs, data warehouses, and integrations) and the ability to translate strategy into execution.
- Strong executive communication and stakeholder-management skills, with experience leading conversations at the C-suite or senior client-leadership level.
- Proven success owning the delivery and commercial performance of a multimillion-dollar portfolio of enterprise accounts — balancing margin, team capacity, delivery quality, and client satisfaction.
- Demonstrated ability to build and sustain high-performance teams by setting clear expectations, coaching for growth, and ensuring delivery excellence.
- Must possess legal authorization to work in the United States or Canada without requiring employer sponsorship, both presently and in the future.
Benefits
- Medical, dental, vision, and life insurance
- 401k with company match
- Flexible PTO policy
- Monthly tech stipend
- Paid parental leave
- In-person onboarding experience at our HQ in Indianapolis, Indiana
- Mental well-being support
