Position summary

Have you demonstrated leadership building world-class customer engagement teams? Are you energized to create new markets for Artificial Intelligence (AI), Machine Learning (ML), Natural Language Processing (NLP) and Deep Learning (DL) software technologies? Do you want to implement emerging solutions for some of the most successful companies in the world? If you answered yes to these questions and you are passionate about helping clients achieve new performance highs while redefining the way we collaborate, operate, and deliver value to clients, then we want to meet you.

As Customer Engagement Director, you will be the outward face and lead strategist for our customer engagement approach. With each program, you will take the client’s brand in your hands, viewing the program through the lenses of strategy, technology, and creativity and delivering demanding solutions that mitigate risk, provide business value, and ensure customers understand, internalize, and experience the value of our technology.

Goldfire is currently developing next generation Artificial Intelligence technology to significantly raise the stakes in connecting digital assets across the enterprise. The ideal candidate will be working in a fast-paced, dynamic team environment, acting as a commanding and charismatic engagement leader for strategic customers. The candidate will be immediately recognizable as a high-powered professional who influences and consults while providing thought leadership to sponsors/stakeholders in solving business, technical, program, and governance problems. The candidate will demonstrate the ability to think strategically and long-term about the needs of complex global businesses, as you establish deep relationships with leaders at all levels of the enterprise, across target industries.

Duties & accountabilities

Strategic leader. Define the customer engagement strategy, processes, methodologies, and best practices for our fast-growing business based on a deep understanding of the strategic roadmap for our technology, products, and solutions

Engagement leader. Lead consulting engagements from post sales stage to successful delivery of the program in terms of scope, deliverables, budget, risk register, client delight, and over-achievement of required business outcomes

Delivery leader. Deliver and manager multi-stream technical engagements with partners and customers complete with executive-level reporting on program progress and financials

Consulting team leader. Directs and mobilizes the consulting team, guiding and developing individual team members while leading the day to day execution of client programs in an autonomous manner with little direction

Growth leader. Direct the delivery and implementation of 4-6 simultaneous, mid-sized programs, consisting of 8 or more people totaling over $3,000,000 in budget, helping clients achieve new performance highs

Business leader. Contribute to the analysis, design, and implementation of business performance approaches, developing tailor-made solutions and working with clients to ensure positive impact and sustainable results

Analytical leader. Ensures successful client programs and team performance with superior analytical, quantitative and conceptual thinking skills combined with strong interpersonal and communication skills

Education and experience

BS or Masters in Computer Science or a related technical field

MBA a plus

8+ years of business management, IT professional services, or consulting experience in a reputable company

5+ years program management experience directing and delivering enterprise level IT projects

Has managed and delivered IT engagements or a Fortune 100 company

Has managed complex programs with competing priorities, development and service agreements, delivery schedules, and multi-department budgets/billing

Has presented to C-level executives (CEO, CTO, CIO, CSO) as well as to technical subject matter experts

Has solved problems that are technical, business, and resource specific while facilitating brainstorming sessions, program kick-offs, sprint planning, and retrospectives/post-mortems

Can challenge, recommend, and redirect teams as well as manage client expectations during engagements

Demonstrated ability to understand the operating styles of others as well as client relationships, team dynamics, and adjusts behavior accordingly to succeed. Recognizes environmental and cultural nuances and adapts

Strong written and verbal communication skills, presentation techniques, meeting mechanics, and relationship building talents

You can confidently communicate client’s ideas back to them and create synergy with your own ideas and solutions

You are a big picture person who is exceptional at follow-through and delivering on commitments

You are willing to get into the weeds to understand customer needs and deliver meaningful results

You are assertive, able to address issues directly through partnership building, and excellent at conflict resolution

You are a team player who can easily navigate diverse groups of technical and non-technical stakeholders

Happy clients are extremely important to you

It is the policy of IHS Markit to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, IHS Markit will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. For candidates in the US, we are a participant in E-Verify (see link below).