Senior Strategic Customer Engagement Executive – Global Account Leadership & Service Delivery Excellence, Championing Customer Success & Innovation at brighthush

About brighthush

brighthush is more than a technology provider; we are a catalyst for digital transformation across a wide spectrum of industries, from finance and healthcare to retail and manufacturing. Our portfolio spans cloud infrastructure, AI‑driven analytics, and end‑to‑end managed services, empowering enterprises to accelerate innovation, streamline operations, and deliver measurable business outcomes. At the core of our mission is a simple yet ambitious promise: to make technology work for people, not the other way around. We achieve this by marrying cutting‑edge solutions with a relentless focus on customer success, social impact, and continuous learning.

Our culture is the engine that drives our success. We champion collaboration, curiosity, and a commitment to excellence that fuels both personal growth and industry‑shaping results. Whether you’re a seasoned veteran or an emerging leader, you’ll find a community that values your voice, encourages experimentation, and rewards bold ideas. At brighthush, every team member is empowered to innovate, own outcomes, and make a lasting impact on our clients and the world.

Position Overview

As a Senior Strategic Customer Engagement Executive, you will serve as the linchpin between our clients and the diverse teams that deliver brighthush’s world‑class services. You will own the end‑to‑end service delivery lifecycle for high‑value accounts, ensuring that every interaction meets or exceeds agreed service level agreements (SLAs) and customer satisfaction (CSAT) targets. Your strategic mindset, operational rigor, and customer‑centric approach will help us continuously improve processes, resolve escalations swiftly, and build lasting relationships that drive mutual success.

Key Responsibilities

• Account Ownership & Health Management: Act as the primary point of contact for assigned key accounts, overseeing incident, change, configuration, and customer management activities from initiation to resolution. Maintain a 360° view of each account’s health, proactively identifying risks and opportunities.
• Service Review & Performance Management: Conduct regular service reviews, generate performance reports, and lead root‑cause analysis (RCA) initiatives to identify and implement corrective actions that drive continuous improvement.
• Process & Automation Enhancement: Identify gaps in existing workflows, propose process improvements, and contribute to the development of playbooks and automation scripts that increase efficiency and reduce human error.
• Escalation & Stakeholder Communication: Handle escalated issues with professionalism, keeping stakeholders informed with timely updates and clear outcomes. Act as the voice of the customer within the organization.
• Cross‑Functional Collaboration: Partner with Sales, Support, Engineering, and other internal teams to align delivery with contractual commitments and strategic objectives. Influence product roadmaps and service enhancements.
• Continuous Improvement & Knowledge Sharing: Champion a culture of continuous improvement by sharing best practices, driving knowledge sharing, and fostering innovation across the organization.
• Strategic Insight & Market Intelligence: Translate customer feedback and market trends into actionable insights that shape product roadmaps and service enhancements, ensuring we stay ahead of the curve.
• Mentorship & Leadership: Guide junior team members, fostering a high‑performance environment that values accountability and growth. Mentor, coach, and inspire the next generation of leaders.

Essential Qualifications

• Minimum of 12 years of experience in service delivery or support operations, with a proven track record of managing complex customer accounts across multiple industries.
• Deep understanding of ITIL principles and best practices, with hands‑on experience in incident, change, and configuration management.
• Demonstrated success in meeting or exceeding SLA and CSAT metrics across multiple high‑profile accounts, with a data‑driven approach to performance improvement.
• Proficiency with service platforms such as ServiceNow, including incident ticketing, change management, and reporting/analytics dashboards.
• Exceptional communication, prioritization, and problem‑solving skills, with the ability to translate technical details into clear, actionable insights for stakeholders at all levels.
• Strong cross‑functional coordination skills, capable of leading multi‑disciplinary teams and driving consensus on complex issues.

Preferred Qualifications

• Bachelor’s degree in Business, Information Technology, or a related field.
• ITIL Intermediate certification or equivalent, and PMP or a similar project management credential.
• Experience with automation tools and scripting (e.g., Python, PowerShell) to streamline service processes.
• Background in a high‑growth technology environment, with exposure to global service delivery models and multi‑region operations.

Skills & Competencies

• Strategic Thinking: Ability to align service delivery strategies with broader business goals and translate them into actionable plans.
• Analytical Acumen: Proficiency in data analysis, trend identification, and KPI tracking to drive evidence‑based decisions.
• Leadership: Experience leading cross‑functional initiatives, mentoring junior team members, and fostering a culture of accountability.
• Customer‑First Mindset: Passion for delivering exceptional customer experiences and building long‑term relationships that generate loyalty and advocacy.
• Adaptability: Comfortable navigating fast‑paced environments, managing multiple priorities, and pivoting quickly in response to changing business needs.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Structured mentorship programs with senior leaders across the organization, providing guidance, feedback, and career coaching.
• Continuous training on emerging technologies, industry trends, and advanced service management practices through internal workshops, webinars, and external certifications.
• Opportunities to lead high‑impact projects that shape the future of our service delivery model, giving you visibility and influence across the company.
• Clear career pathways into senior leadership roles, such as Director of Customer Success, Head of Service Operations, or VP of Client Experience.
• Access to a global network of peers and experts, enabling you to build relationships, share knowledge, and stay ahead of industry developments.

Work Environment & Culture

brighthush thrives on a culture that values collaboration, innovation, and social responsibility. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Regular virtual town halls and team‑building events that foster community and transparency.
• Transparent communication channels that keep everyone informed and engaged.
• A commitment to work‑life balance, with flexible scheduling, generous time‑off policies, and unlimited paid time off.
• Community outreach initiatives that allow employees to give back and make a positive impact on society.
• Inclusive hiring practices and a diverse workforce that reflects the communities we serve.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and contributions:

• Annual base salary ranging from USD 147,900 to USD 191,400, commensurate with experience and performance.
• Performance‑based bonuses tied to individual and team metrics, rewarding excellence and impact.
• Comprehensive health, dental, and vision insurance plans for you and your family.
• 401(k) retirement plan with company match, ensuring you’re prepared for the future.
• Unlimited paid time off and flexible work arrangements to support your well‑being.
• Professional development stipend and access to industry conferences, workshops, and certifications.
• Employee wellness programs, including virtual fitness classes, mental health resources, and mindfulness sessions.
• Equity participation options, allowing you to share in the company’s growth and success.

Why Join brighthush?

When you join brighthush, you become part of a forward‑thinking organization that places people at the heart of everything we do. You will:

• Drive tangible outcomes that directly influence customer satisfaction and business growth.
• Collaborate with a diverse, talented team that values innovation, experimentation, and continuous improvement.
• Benefit from a culture that encourages learning, experimentation, and personal growth.
• Make a meaningful social impact through our community engagement and sustainability initiatives.
• Enjoy a flexible, remote‑first work environment that supports your lifestyle and well‑being.

Ready to Make an Impact?

If you are a seasoned service delivery professional with a passion for customer success and a desire to lead transformative initiatives, we want to hear from you. Apply today to become a pivotal part of brighthush’s journey toward redefining excellence in technology services.