Client Outcomes Lead

Role Purpose & Business Impact
Serves as the primary operational Single Point of Contact (SPOC) for the client, owning day-to-day engagement delivery, milestone execution, and client stakeholder management. While the Lead Consultant owns macro strategic standards and board-level advisory, the Client Outcomes Lead manages operational workflows, weekly client syncs, delivery swarm execution, and the in-person European discovery workshop.

1. Key Responsibilities
   In-Person European Discovery Workshop: Prepare, co-facilitate, and document the multi-day, in-person system design workshop in Europe after contract signing alongside the executive team.
   Account SPOC & Stakeholder Management: Lead weekly client syncs, manage day-to-day communications with Executive Director and client’s team, and manage shared client prerequisites.
   Active Project Management & Resource Coordination: Drive end-to-end project management, overseeing detailed delivery timelines, tracking key project milestones, and coordinating internal and external resources across workstreams to ensure seamless execution.
   Assurance Workflow Translation: Translate operational audit processes, pre-assessment questionnaires, and case management steps into clear functional requirements for the development swarm.
   Tiered Outcome & Baseline Tracking: Track delivery against agreed baselines, verifying Tier 1 technical outputs (system release) and facilitating Tier 2 client operational adoption (staff usage).
   Training & Hypercare Ownership: Own staff training, user onboarding, and post-launch hypercare support to ensure operational transition.
   Risk & Scope Escalation: Enforce SOW boundaries, actively flagging out-of-scope requests (e.g., custom finance forecasting or expanded LMS scopes) to the Director before commitments are made.

2. Candidate Profile & Qualifications
   Experience: 4+ years in professional services consulting, sustainability delivery, or enterprise client success leadership.
   Mobility & Location: Based in Europe or fully authorized to travel within the EU for client workshops without visa lead-time constraints.
   Skills: Exceptional hands-on project management skills, timeline and milestone tracking, resource management, strong workshop facilitation, scope management, Agile workflow mapping, and consultative client communication.

European Travel Mobility & Work Authorization -European residency or valid, unrestricted Schengen travel authorization to attend in-person client workshops without visa lead times