Job Post

Solution Services Director

BCG Product Business Unit
53 State Street, Floor 7
Boston, MA 02109

Position Summary

We are seeking exceptional candidates with experience and passion to fill a Global Solution Delivery Director position in BCG’s new software product business unit. This global business unit is an integral part of BCG’s strategy to develop new digital client service offerings in order to deliver superior value and sustained impact. The unit has responsibilities for the full-life cycle of BCG proprietary data and software assets, from initial business case to roadmap delivery, launch, and ongoing support operations. All of BCG’s core product capabilities are housed within the business unit including product management, design, development, support, and data analytics experts who work in deep collaboration with BCG practice areas, clients, and consulting teams. This team of highly motivated and insightful colleagues provides an opportunity to work in an entrepreneurial, start-up environment supported by a global management consulting firm which is the world’s leading advisor on business strategy.
 
The Global Solution Delivery Director will be responsible for developing BCG’s client-facing service function and building out a world-class, global service delivery organization within the Software Business.  S/he will provide leadership & oversight over the entire client delivery lifecycle and drive positive client outcomes. This role includes responsibilities for client success (on-boarding, delivery, adoption, advocacy, and retention) as well as commercial support (impacting renewals, up-sell, etc.) of BCG’s SaaS products.  We are looking for proven performers with 10-15 years of experience setting up & managing global service teams. Experience in a SaaS and/or B2B technology environment is strongly preferred.

Job Responsibilities

Build & manage world-class, global software solutions delivery organization

  • Set the overall vision and strategic plan for the global solution delivery team; work with the Software Business leadership to develop solution standards and be accountable for targets client success metrics
  • Build a strong solution and technical delivery team; work with product teams to plan & manage capacity and utilization to effectively support a large suite of solutions at clients around the globe
  • Maintain collaborative relationships with other key stakeholders including Product Management,  teams working with Practice Areas to support product development, Engineering, and BCG Partners
  • Deliver consistently high levels of client satisfaction; optimize time-to-value for client implementations
  • Continuously innovate and refine processes & tools to maximize effectiveness and efficiency of the team 

Define & optimize client delivery capability

  • Map overall client journey for major solutions, define segmentation of client base, design standard deployments & deploy varying strategies for effective software delivery
  • In partnership with product teams and Partner sponsors, identify opportunities for continuous improvement to drive client satisfaction; learn from best practices in industry
  • Identify and develop product adjacencies to grow business and retain clients; work closely with the Solution Business & Client Development teams to hit key service and commercial milestones
  • Work closely with the Software Business leadership to monitor effectiveness of the overall operating model and drive changes as needed 

Effectively partner with & support an expanding Software Business

  • Work with the global team and design strategic client success plans to enable success based on specific client & product context
  • Support delivery of our software through effective product trainings & on-boarding; work closely with product teams to create training content to enable effective client support
  • Build an high performing team of individuals who can act as thought partners with BCG case teams and clients during all phases when a product is used at a client, with end-to-end ownership of the delivery program

Basic Job Requirements

Education & Experience:

  • Undergraduate degree required; MBA or advanced degree from a top tier institution preferred
  • 10-15 years selling Enterprise SaaS solutions, preferably with a vendor that also includes consulting services
  • Demonstrated effectiveness managing multiple products and global teams
  • Demonstrated success developing valued relationships with senior-level client management
  • Travel will be required (greater than 40%) and may include international travel

Key Competencies

  • Outstanding executive presence, credibility, and personal values
  • Experience building, leading, and mentoring a multi-cultural team
  • Ability to shape strategic thinking across both senior business and technical/functional stakeholders
  • Ability to drive and deliver change; comfortable with ambiguity, autonomous, self-starter
  • Ability to work well in a cross-functional, matrix management environment with a highly collaborative, team-oriented approach to problem solving
  • Outstanding written and oral communication skills – able to adapt style to multiple stakeholders and cultures as part of a global team and support product communications
  • Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment

Company Information

The Boston Consulting Group (BCG) is a global management consulting firm and the world’s leading advisor on business strategy. We partner with clients from the private, public, and not-for-profit sectors in all regions to identify their highest-value opportunities, address their most critical challenges, and transform their enterprises. Our customized approach combines deep insight into the dynamics of companies and markets with close collaboration at all levels of the client organization. This ensures that our clients achieve sustainable competitive advantage, build more capable organizations, and secure lasting results. Founded in 1963, BCG is a private company with offices in more than 90 cities in 50 countries. For more information, please visit bcg.com.

Non-discrimination Statement

The Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. In addition, as a federal government contractor, BCG maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations.BCG is an E-Verify Employer.Click here for more information on E-Verify. VEVRAA Federal Contractor

Category: Customer Success
Full-time

See What It's Like To Work Here

The Boston Consulting Group (BCG) is a global management consulting firm and the world’s leading advisor on business strategy. We partner with clients from the private, public, and not-for-profit sectors in all regions to identify their highest value opportunities, address their most critical challenges, and transform their enterprises. BCG was founded in 1963 and is a privately owned firm with more than 14,000 employees across 85 offices in 48 countries. Integrity, respect for the individual, delivering value, and making an impact on society are just some of BCG's core values. BCG's commitment to both our clients' success and our own standards is what sets BCG apart as a world-class professional services organization. Join BCG - start your career at a company that is consistently ranked as the leader in its field, and is acknowledged as one of the best places to work. BCG has a number of flagship software products that support businesses worldwide by leveraging our core capabilities in areas such as design and development. These products provide critical insight that empowers our customers and teams to make key strategic decisions. The Product Business Unit has been an invaluable partner of the practice areas in this endeavor and has lead by example through evangelizing exceptional user experience design process, research, and methodologies. Together, we have designed, developed and deployed a number of custom software products with proven success in the field. It is critical that the user experience and design of our flagship products are intuitive and engaging, and sit alongside each other in a world class ecosystem of products and tools.We partner with BCG's practice areas – across a wide range of capabilities and industries – in order to transform the firm's unique IP into professional, scalable software and data products and support our clients' service efforts.

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