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Head of Department

2 weeks ago

Lahore, Punjab, Pakistan Addo AI Full time $90,000 - $120,000 per year

About the Role

We are seeking a strategic "Head of Department - Customer Success & Project Management" to lead our client-facing delivery function in the fast-evolving world of Data and Artificial Intelligence. This role is responsible for ensuring successful implementation of AI solutions, data platforms, and analytics initiatives for our global clients. You will lead a high-performing services team, drive delivery excellence, and scale operations to support rapid growth while ensuring measurable client impact.

Key Responsibilities

  • Leadership & Strategy
  • Define and execute the overall strategy for Customer Success in alignment with company goals.
  • Lead, mentor, and scale the services delivery team, including project managers, project teams and customer success managers.
  • Executive Engagement & Advocacy
  • Serve as the executive sponsor for key strategic accounts.
  • Build trusted relationships with C-level stakeholders to drive long-term partnerships and value co-creation.
  • Portfolios Management
  • Oversee the end-to-end execution of strategic customer success programs and initiatives, ensuring timely delivery and measurable impact.
  • Implement and manage large-scale initiatives such as customer journey optimization, digital success programs, and customer health automation.
  • Track and manage cross-functional dependencies, risks, and KPIs for ongoing programs.
  • Drive continuous improvement through retrospectives, structured feedback loops, and agile delivery principles.
  • Ensure high levels of transparency and accountability through structured reporting, dashboards, and executive briefings.
  • Client Success
  • Ensure delivery excellence, achieving high client satisfaction and measurable business outcomes for clients.
  • Build strong executive relationships with key customers, serving as a trusted advisor.
  • Act as an escalation point for critical client issues to ensure swift resolution.
  • Revenue & Growth
  • Drive services revenue through successful upsell, cross-sell, and renewal initiatives.
  • Collaborate closely with Sales, Account Management, and Project management teams to develop tailored solutions for customers.
  • Establish and manage key metrics around project profitability, utilization, revenue realization, and customer satisfaction.
  • Operational Excellence
  • Oversee forecasting, capacity planning, resourcing, and margin optimization across services projects.
  • Implement systems, processes, and tools to improve efficiency and scalability of services delivery.
  • Manage budget planning and cost control for the Professional Services organization.
  • Innovation & Continuous Improvement
  • Lead initiatives to evolve the services portfolio in response to market changes, customer needs, and technological advancements.
  • Drive a culture of continuous learning, operational improvement, and service innovation.

Key Qualifications

  • 15+ years of experience in professional services, consulting, or client delivery roles
  • Proven success managing multi-disciplinary services teams in high-growth environments across industries such as finance, healthcare, telecom, and retail.
  • Track record of building and scaling service organizations while maintaining high customer satisfaction and strong financial performance.
  • Strong understanding of project management, resource planning, client engagement strategies, and operational KPIs.
  • Executive presence and excellent relationship management skills with C-suite clients.
  • Highly organized, results-driven, and adept at problem-solving in fast-paced environments.
  • Bachelors in a technical degree

Preferred Skills

  • Experience working with cross-functional teams including Sales, Project Management, and Customer Success.
  • Proficiency in project management tools and methodologies
  • Change management expertise and experience leading organizational transformation.