Personetics is shaping the Cognitive Banking era, harnessing AI to help banks anticipate customer needs, provide actionable insights, and deliver intelligent financial guidance. Our platform continuously analyzes and leverages real-time transactional data, enabling banks to proactively support customers in managing their finances and reaching their goals.
As industry leaders — yes, we really are leaders — we partner with the world's top financial institutions, empowering over 150 million customers monthly across 35 global markets from offices in New York, London, Singapore, São Paulo, and Tel Aviv.
About the position
We are looking for a senior delivery, customer-success and commercial leader to own Professional Services and Global Delivery across APAC and act as a global delivery leader. The role directs international delivery teams, scales operations and Centers of Excellence, ensures consistent, high-quality delivery of Personetics' AI-driven personalization solutions to Tier-1 banks, and owns customer success, presales, renewals and expansion motions. The leader will combine strategic vision, technical credibility and hands-on delivery experience to expand market presence, improve operational efficiency, maximize customer value and drive measurable commercial outcomes for clients.
Responsibilities
Leadership & Strategy
* Set strategy and operating model for Professional Services across APAC and contribute to global delivery strategy.
* Build and scale regional hubs and Centers of Excellence to support a multi-country delivery footprint.
* Recruit, develop and lead cross-functional teams (project managers, deployment architects, data analysts, UX, QA, integration engineers, technical support, and Customer Success Managers).
* Manage teams in multiple locations across different time zones, ensuring effective collaboration, clear handoffs and consistent delivery standards worldwide.
* Build and maintain strong relationships with senior management and stakeholders in client banks (C-level and senior executives) to secure executive sponsorship, align strategic priorities, and accelerate decision-making.
Client Delivery & Program Management
* Own delivery outcomes for pilots, rollouts and full production deployments (end-to-end responsibility from joint design workshops through pilot evaluation and full rollout).
* Ensure on-time, on-budget delivery and high client satisfaction by applying consistent agile delivery practices and robust program governance.
* Solution Design & Technical Oversight
* Oversee technical design and integrations.
* Ensure technical readiness across client infra stacks and Personetics' common deployment stack.
Customer Success & Value Realization
* Lead the Customer Success function for APAC (and coordinate globally), owning onboarding, adoption, health scoring, success plans and post-go-live operational support.
* Translate deployment outcomes into measurable business value for customers (adoption, CTA conversion, CSAT/NPS) and drive programs that increase customer ROI and time-to-value.
* Maintain executive alignment with bank sponsors and senior stakeholders to ensure strategic outcomes and long-term adoption.
* Own escalation and remediation for complex client issues and the operational model for long-term customer success following production rollout.
Presales & GTM Enablement
* Partner closely with Sales and Product to lead presales scoping, solution architecture, pilot/POC design and SOW creation.
* Create and maintain presales assets and playbooks (demo packs, ROI models, SOW templates, reference architectures and pricing guidelines) and ensure tight presales→delivery handoffs.
* Coach presales/delivery teams on win themes, commercial positioning and realistic delivery commitments.
Renewals & Expansion (Commercial Ownership)
* Play a major role in renewals and expansion lifecycle for assigned strategic accounts (in partnership with Sales and Finance): define renewal playbooks, support renewal negotiations, and coordinate contract and commercial terms.
* Drive upsell and expansion strategies — account planning, white-space identification, packaged services and campaigns to increase ARR and NRR.
* Be accountable for renewal and expansion KPIs and work cross-functionally to reduce churn and increase Net Revenue Retention.
Operational Excellence & Governance
* Define and drive delivery and commercial KPIs (time-to-value, adoption, CSAT/NPS, renewal rate, NRR, utilization, quality metrics, and services margin).
* Drive continuous improvement — templates, playbooks, reusable accelerators and best practices for insight configuration, content design and testing.
* Manage services P&L where applicable, control delivery costs, and ensure contractual and SLA compliance.
Requirements
* 12+ years' experience in professional services/delivery within fintech or enterprise software; senior leadership experience (VP / Head / Director) preferred. (Your background demonstrates ~16+ years at executive level.)
* Proven track record scaling delivery operations across multiple countries/regions and establishing Centers of Excellence.
* Proven experience building and sustaining executive-level relationships with senior management in banks (C-level and other senior stakeholders).
* Strong client engagement skills with experience working directly with Tier-1 banks and CIO/Head-of-Digital stakeholders.
* Deep experience owning presales and commercial motions (SOWs, pilots/POCs, ROI cases), managing renewals and driving expansion / upsell.
* Hands-on understanding of data integration, APIs, authentication gateways, and cloud/container platforms (Kubernetes/OpenShift) and relational/big-data stacks.
* Proven experience managing distributed teams across multiple locations and time zones.
* Excellent people leadership, stakeholder management and communication skills. Ability to travel frequently across APAC and work across time zones.
* * Bachelor's degree in Computer Science, Engineering, Business or related field. MBA or equivalent business qualification is a plus.
Nice to have
* Experience with AI-driven personalization, customer engagement platforms or fintech product suites.
* Experience with establishing commercial services offerings and managing services P&L.