Confidential
Head of Delivery & Support
About the Company
Vibrant provider of trading technology solutions for institutional sell-side firms
Industry Information Technology and Services
Type Privately Held, VC-backed
Founded 2021
Employees 51-200
Funding $26-$50 million
About the Role
The Company is seeking a Head of Delivery and Support to ensure an exceptional client experience from onboarding to day-to-day production use. This role is pivotal in combining hands-on ownership of delivery and support with the leadership of teams and processes to guarantee reliable, predictable, and high-quality customer outcomes. The successful candidate will be responsible for building and leading the delivery and support function, coordinating new client onboarding, and serving as a central point of alignment between customers and internal teams. Key responsibilities include leading a high-performing team, owning end-to-end operational readiness, designing and running the onboarding process, and acting as the primary operational owner for early-stage client relationships. The role also involves defining and improving support processes, managing support operations, and driving customer advocacy for continuous improvement.
Applicants for the Head of Delivery and Support role at the company should have meaningful experience in delivery, customer support, customer success, or similar customer-facing operational roles, with a proven track record in a leadership position. Strong analytical, organizational, and communication skills are essential, as is the ability to work with cross-functional teams and manage operational escalations. The ideal candidate will have experience in SaaS or technology companies, particularly in complex domains, and a background in building client onboarding playbooks, operational runbooks, and support knowledge bases. Familiarity with incident management, monitoring/alerting, and automation in support workflows, as well as experience working with global or distributed teams and customers, is a plus. The role requires a candidate who is client-obsessed, delivery-focused, and ready to make an impact in a growth environment.
Hiring Manager Title CTO
Travel Percent Less than 10%
Functions
Operations
About the Company
Vibrant provider of trading technology solutions for institutional sell-side firms
Industry Information Technology and Services
Type Privately Held, VC-backed
Founded 2021
Employees 51-200
Funding $26-$50 million
About the Role
The Company is seeking a Head of Delivery and Support to ensure an exceptional client experience from onboarding to day-to-day production use. This role is pivotal in combining hands-on ownership of delivery and support with the leadership of teams and processes to guarantee reliable, predictable, and high-quality customer outcomes. The successful candidate will be responsible for building and leading the delivery and support function, coordinating new client onboarding, and serving as a central point of alignment between customers and internal teams. Key responsibilities include leading a high-performing team, owning end-to-end operational readiness, designing and running the onboarding process, and acting as the primary operational owner for early-stage client relationships. The role also involves defining and improving support processes, managing support operations, and driving customer advocacy for continuous improvement.
Applicants for the Head of Delivery and Support role at the company should have meaningful experience in delivery, customer support, customer success, or similar customer-facing operational roles, with a proven track record in a leadership position. Strong analytical, organizational, and communication skills are essential, as is the ability to work with cross-functional teams and manage operational escalations. The ideal candidate will have experience in SaaS or technology companies, particularly in complex domains, and a background in building client onboarding playbooks, operational runbooks, and support knowledge bases. Familiarity with incident management, monitoring/alerting, and automation in support workflows, as well as experience working with global or distributed teams and customers, is a plus. The role requires a candidate who is client-obsessed, delivery-focused, and ready to make an impact in a growth environment.
Hiring Manager Title CTO
Travel Percent Less than 10%
Functions
Operations