Description

Job Role: Director, Enterprise Delivery
Location: Toronto, Canada (Hybrid - 3 day in office)

Who we are:
Imagine what even the world’s finest organizations could achieve if all their employees were
coached to be their absolute best.

At EZRA, we are on a mission to do just that. We believe through coaching; people get to
know themselves. Their goals. Weaknesses. Hang-ups. And once they know all that, they can
build on the good stuff and work on the rest.

This mindset applies not only to our clients but is manifested in our own EZRA family. We
believe we are changing people’s lives. We believe a happy team is a productive team. We
want our people to care and be proud of what they do. We also practice what we preach –
every member of our team gets to experience the superpower that is coaching for
themselves, among some other pretty incredible rewards.

The Role:
As EZRA expands globally, we are seeking a dynamic Director of Enterprise Delivery to lead
our NA Enterprise Delivery Teams. Reporting directly to the VP of Enterprise Delivery, this role
will be pivotal in scaling our operations by establishing best practices in Implementation and
Customer Success. You'll collaborate closely with Sales Leaders to drive initiatives that win,
grow, and expand our Enterprise accounts. This strategic position is key to propelling EZRA
to its next phase of growth.

The Team:
You’ll be leading our Implementation and Customer Success Team Leads and will be part of
the Customer Experience & Operations Leadership Team.

What You’ll Do
Leadership and Strategy
• Direct leadership of Enterprise Implementation and Customer Success Leads across
region
• Set the overall vision and strategic plan for the regional Enterprise Delivery team, in
alignment with EZRA’s global strategy, creating a positive customer experience,
delivering impact and supporting growth
• Be an inspirational role model by pushing positively and insisting on greatness to
maximize the strength of the team and align their efforts to the mission and vision of
EZRA
• Conduct regular weekly 1:1 meetings with Enterprise Delivery Team Leads to review team
performance, capacity and ongoing development
• Set team goals, OKRs, and performance metrics to measure success and drive
continuous improvement.
• Management of Regional Team FTE budget
• Recruitment and onboarding of new team members where required
• Drive a team culture of high performance, engagement and motivation

Customer Focus:
• Role model a customer centric mindset across our delivery teams, ensuring we deliver on
our promises and meet our delivery standards
• Coordinate with the sales team to ensure smooth handoffs and align customer success
efforts with sales objectives
• Oversee ways of working between the two delivery teams ensuring a successful
knowledge transfer and handover to set teams and customers up for success
• Monitor customer health scores and intervene as necessary to mitigate risks and
capitalize on growth opportunities
• Document and analyze customer data to identify trends, issues, and opportunities,
providing actionable insights to the team and leadership
• Senior customer escalation point of contact
• Support and participate in key Enterprise Account proposals and pitches to bring the
Implementation and Customer Success experience to life for prospective clients
• Play the role of Exec Sponsor on key strategic accounts within the region

Scale Smartly
• Proactively identify areas of improvement across the customer lifecycle, collaborating
with Global Enterprise Delivery teams and Operational Excellence to refine and optimize
our delivery
• Become an active user and SME of the PSA, driving best practice behaviours,
forecasting pipeline, team adoption and process efficiencies

Collaboration
• Play an active role as a member of the Regional Leadership team, partnering and
collaborating with Leaders across Sales, Coaching, Solutions and Finance to win, retain
and expand accounts
• Collaborate with other regional Enterprise Delivery Directors to create global
consistency and encourage learning across teams
• Collaborate with EZRA Labs and Solutions Leads to play a role in elevating our insights
to our customers
• Work closely with the sales, marketing, product, and Delivery Enablement teams to
ensure a seamless customer experience as we continue to innovate.
• Foster collaboration internally with all EZRA teams and externally with clients across the
customer lifecycle

What you bring to the role
You have:
• 5+ years of Customer Success or equivalent experience working with Enterprise clients
• 5 years of people leader experience managing teams, direct and indirect reports, larger
than 5 direct reports & effectively managing performance & career development
You are:
• Commercially minded and a passionate Customer Success Leader consistently looking
to deliver to a high standard for our clients
• A self-starter that operates proactively in the business
• Passionate about people and the development of your team
• Decisive, action-orientated and comfortable working with ambiguity
• Collaborative, working with other managers and function leads to embrace, drive and
implement best practice and continual enhancements
• Able to build exceptional stakeholder relationships both internally and externally,
breaking down barriers
• Resilient and self-motivated
• Innovative in order to provide solutions to clients’ needs
• Flexible and display a “can do” attitude
• Flexible for required travel & office attendance in alignment with the EZRA Global Hybrid
Working Policy

What we offer
• Your own world class coach
• Regular team social events
• Flexible working hours
• Contribution to a wellbeing app (think meditation, fitness, sleep!)
• A weekly wellbeing hour and much more!
• Competitive benefit package
• Global leading organization

We are an equal opportunity employer dedicated to having a thriving, diverse team where
everyone has a voice and feels able to be themselves. We believe that through valuing our
uniqueness and respecting our differences, we can achieve more, and that diversity adds to
our culture. Attracting and developing a diverse workforce that reflects the communities in
which we serve is essential to us.