About theRest Delivery Consulting
TheRest Delivery Consulting is a rapidly growing consultancy specializing in strategic delivery and operational excellence. We partner with clients across various sectors to optimize their operations and maximize value delivery. We are expanding our footprint into new strategic international markets, including the UK, Portugal, Italy, and the UAE.
The Role
The Head of Customer Success will be a pivotal leadership role, responsible for the end-to-end success and satisfaction of our consulting clients across all markets. You will lead our consulting teams (the "Delivery" function), ensure exceptional project execution, manage operational excellence, and drive the successful establishment and scaling of our delivery capabilities in new international markets. This role reports directly to the Chief Revenue Officer (CRO) or CEO.
Key Responsibilities
1. Leadership and Team Management (Consulting/Delivery Team)
* Team Leadership: Lead, mentor, and manage our growing team of consultants, ensuring high performance, professional development, and alignment with company values.
* Resource Allocation: Oversee the efficient staffing and deployment of consultants across all client projects to meet utilization targets and maximize profitability.
* Operational Standards: Define and enforce consulting methodologies, quality standards, and delivery best practices across all markets and projects.
2. Market Expansion and New Market Operations
* Strategy & Setup: Develop and execute the operational strategy for launching and scaling delivery in new international markets (UK, Portugal, Italy, UAE, etc.).
* Local Compliance & Logistics: Ensure all consulting operations in new markets adhere to local regulations, contracting requirements, and operational logistics.
* Initial Delivery: Take charge of the first few critical client engagements in new markets to establish credibility and operational maturity.
3. Client Success and Retention
* Client Relationship Management: Serve as the executive sponsor for key client accounts, building strong, long-lasting relationships and acting as the escalation point for delivery issues.
* Value Realization: Establish metrics (KPIs) and processes to track client success, measure the value derived from our consulting services, and ensure high client satisfaction scores.
* Upselling/Cross-selling: Partner closely with Sales/CRO to identify opportunities for expansion within existing client accounts based on successful delivery outcomes.
4. Financial and Operational Performance
* Delivery P&L: Manage the delivery budget, focusing on Consultant Contribution Margin and meeting firm-wide utilization and realization targets.
* Forecasting and Reporting: Provide accurate and timely forecasts on consultant capacity, project revenue, and delivery risks to executive leadership.
* Process Improvement: Continuously refine and optimize all delivery processes and tools to improve efficiency and reduce the Cost of Goods Sold (COGS) for consulting services.
Qualifications and Experience
* Education: Bachelor's degree required; Master's degree in Business Administration (MBA) or a related field is a plus.
* Experience: Minimum of 8+ years of progressive experience in management consulting, professional services, or a related field, with at least 3 years in a senior leadership role managing consulting teams.
* International Experience: Proven track record of successfully launching, leading, and managing consulting operations across multiple international geographies, particularly in Europe and/or the Middle East (familiarity with UK, Portugal, Italy, or UAE markets is highly valued).
* Skills: Exceptional leadership, communication, strategic planning, and financial management skills (P&L responsibility).
* Language: Fluency in English is mandatory. Proficiency in Portuguese, Italian, or Spanish is a significant advantage.
Why Join Us?
This is a chance to join a consultancy on a steep growth curve. You will have the autonomy to build and shape our international delivery function from the ground up, directly impacting the company's expansion and financial success. We offer a competitive compensation package, including equity/profit share opportunities tied to the success of the markets you launch.