Delivery Director

About the Position

Join our Services team in Montreal

Backbase is seeking a growth-oriented software executive who will be responsible for delivery and implementation of the Backbase solutions at existing and new customers.

As Delivery Director, you are part of the Customer Success leadership team. With the Customer Success Director and Technology Director, you are responsible for the customers in the region. Right after the contract between the customer and Backbase is signed, the Customer Success organization takes care of the customers through the vast digital transformation process. You will enter a culture of excellence and continuous improvement.

Responsibilities

• Regional Delivery Strategy: You are responsible for the regional delivery strategy and for sharing the vision to the Backbase customers, while ensuring that such strategy is supported by the broader organization. Your focus is on engaging strategic customers at executive and C-level, representing Backbase and opening the road for new opportunities.
• Delivery Team Leadership: You lead the region’s customer base together with a Customer Success Director and a Technology Director. Working as a trilogy to empower Backbase people to make decisions and operate at a level that will ensure success for the clients and Backbase.
• Overall Delivery Success: Working with the Customer to ensure ongoing support and identify new opportunities to drive continued business and IT value.
• Account Planning: Creating an account plan together with Sales and Technology.
• Identifying Opportunities: Identify quick wins and long-term opportunities to help drive operational value.
• Cross Department Delivery: You are responsible for the delivery of the customer portfolio. This portfolio consists of projects from various departments within Backbase and range from implementation projects, consultancy projects, product development to training.
• Strategy & Product Development: Ensuring alignment of roadmaps - Client and Backbase; how do we influence each other and drive ongoing strategic alignment of roadmaps, new feature creation, and strengthening of the overall vertical solutions.
• Relationship Management: Driving the relationship with key delivery stakeholders at the clients, ongoing alignment throughout the engagement with the clients and Backbase to steer program.

Requirements

• Managed a department or multiple streams/programmes of work.
• At least 10 years of multidisciplinary and complex project delivery experience.
• At least 6 years of financial sector experience.
• Experience in training team members.
• Ability to drive a culture of excellence and continuous improvement.
• Bachelor's degree.
• Excellent oral and written communication skills in French and English.
• Enjoy visiting customers onsite and don't shy away to travel frequently (30-40% travel to client locations, sometimes on short notice).

We Offer

• Real Ownership: From day one, you set the pace, make the decisions, and see your work land where it matters. You drive the outcomes, you celebrate the wins.
• The Work is the Standard: We built something that didn't exist before - an AI-native Banking OS where humans and AI agents work side by side, at scale, inside real banks. We raise the bar because we've seen what's possible when you don't settle.
• Ambition without Ego: You'll work with people who've shipped things most thought couldn't be done. Direct, down-to-earth, no egos. The kind of team where the best idea wins and everyone's genuinely glad when it does.
• Real AI, Running in Real Banks: We're not waiting for AI to be ready. It already is - running inside banks, serving customers, solving problems that matter, out in the real world today.
• Grow While You Build: Annual learning budget, global exposure, and work that moves you forward. Your growth and our mission go hand in hand.
• 17 Offices. One Mission.: Hybrid model, no micromanagement, offices across the world. The mission is clear. Where you do your best work is up to you.
• Wellness that Goes the Distance: Real support built for the long game. We invest in the people who build the product, not just the product.

About the Company

Backbase is a leading provider of digital transformation solutions for the financial sector, empowering banks and financial institutions to deliver exceptional customer experiences.