Job Specifications
The Head of Delivery and Support is responsible for ensuring our clients have an exceptional experience from onboarding through day-to-day production use. This role combines hands-on ownership of delivery and support with leadership of the teams and processes that make customer outcomes reliable, predictable, and high quality.
You will build and lead the delivery and support function, coordinate new client onboarding, and act as a central point of alignment between customers and internal teams.
This role initially reports directly to the CTO, with a path to evolve into or roll up under a broader operational leadership role as the company scales.
Key Responsibilities
Delivery and Support Leadership
Build, mentor, and lead a high-performing delivery and support team (initial size :2, expected to grow as we scale)
Own end-to-end operational readiness for customers, from initial onboarding through steady-state support
New Client Onboarding
Design and run the onboarding process for new clients, including planning, timelines, and clear entry/exit criteria
Coordinate with Sales, Product, Engineering, and Connectivity teams to ensure environments, integrations, and workflows are ready before go-live
Act as primary operational owner for early-stage client relationships during onboarding, making sure issues are surfaced, tracked, and closed
Customer Coordination and Communication
Serve as the central coordination point for client-facing delivery and support activities
Own recurring touchpoints with key customer stakeholders (status updates, issue reviews, readiness checks)
Translate customer needs into clear actions for internal teams and close the loop with the customer
Support Operations Management
Define and continuously improve support processes, runbooks, and escalation paths
Ensure incident management, ticket handling, and communication follow consistent standards
Work with tooling owners (e.g., incident and support platforms) to ensure workflows are efficient and well-instrumented
Customer Advocacy and Continuous Improvement
Act as the voice of the customer internally, bringing structured feedback into Product, Engineering, and Operations backlogs
Drive root-cause analysis and follow-up actions on recurring or high-impact issues
Metrics, KPIs, and Reporting
Define and track KPIs across delivery, onboarding, and support (e.g., time-to-onboard, SLA performance, NPS/CSAT, incident volume and resolution times)
Provide clear, regular reporting to leadership and key stakeholders on status, risks, and trends
Cross-Functional Collaboration
Partner closely with Product, Engineering, SRE/Platform, Sales, and Customer Success to ensure readiness for go-lives and smooth handovers
Help align priorities across teams when customer-critical issues or deadlines arise
Escalation and Risk Management
Own operational escalations from customers and internal stakeholders, ensuring they are managed transparently and effectively
Identify delivery and support risks early and drive mitigation plans
Requirements
Meaningful experience in delivery, customer support, customer success, or similar customer-facing operational roles
Experience in a leadership position managing schedules, tasks, and people in a support, delivery, or onboarding context
Proven track record of building or scaling teams and processes in a growth environment
Strong analytical skills with experience using support, incident, or project-tracking tools
Strong organizational skills with excellent attention to detail and follow-through
Excellent communication and stakeholder management skills, both with customers and internal teams
Bonus Points:
Experience in SaaS or technology companies, ideally in trading, capital markets, or a similarly complex domain
Background in building client onboarding playbooks, operational runbooks, and support knowledge bases
Familiarity with incident management, monitoring/alerting, and automation in support workflows
Experience working with global or distributed teams and customers
Benefits
Valstro offers an excellent benefits package, including pension or 401 (k) plans, unlimited PTO and highly competitive compensation. Our leadership team brings a wealth of experience and deep industry knowledge, and despite being a young company, we believe we have carefully dialed in our product-market fit. As we move forward in executing our vision for clients, the Engineering team is looking for client-obsessed, delivery-focused high performers (with a healthy dose of humility)—future FinTech leaders ready to make an impact.
If this excites you, we'd love to chat!
About the Company
Valstro empowers institutional sell-side firms in the US equities market to move faster, innovate efficiently and take full control of their trading tech stack, without compromising on speed, reliability or security. We provide this through the only enterprise-ready, next-gen, Cloud-native OMS on the market. With continuous innovation at the heart of Valstro, we deliver a future-ready platform that adapts to how your desk actually trades. It’s open, flexible, interoperable and built to evolve at the pace of your strategy. Mo...
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