Senior Director, Customer Experience, Solutions Engineering
We are seeking a Senior Director, Customer Experience, Solutions Engineering to play a critical role in ensuring our customers achieve success with Decision Lens. This position is responsible for guiding complex solution delivery, ensuring continuity from initial engagement through execution, and building trusted relationships with customer executives. This role requires technical expertise, strong customer relationship skills, and the ability to think strategically at the intersection of the Decision Lens product, services, and customer mission needs.
Duties and Responsibilities
- Serve as a trusted advisor to customer executives, ensuring their mission needs are met through innovative and practical solutions.
- Build strong, long-term relationships that reinforce confidence in Decision Lens as a strategic partner.
- Lead the execution of complex customer solutions that combine Decision Lens products, services, and external technologies.
- Ensure commitments made during the engagement process are realized through delivery with measurable impact.
- Anticipate risks and proactively drive resolution by coordinating across internal teams and customer stakeholders.
- Oversee the creation of strategic enablement toolkits, including journey maps, visual playbooks, and modular content assets that ensure Decision Lens is embedded into client workflows.
- Partner with Services, Product, Engineering, and Data teams to align solution delivery with customer expectations.
- Champion structured handoffs, documentation, and delivery frameworks that ensure clarity and reduce risk.
- Act as the connective tissue between customer vision, solution design, and delivery execution.
- Lead scoping and packaging of solutions to align with customer needs and strategic objectives.
- Identify opportunities to expand value within accounts by introducing new solution approaches, integrations, and best practices.
- Provide customer insights to inform product development and services strategy.
- Represent the company as a thought leader in solution delivery and customer experience at executive forums and industry events.
Job Qualifications
- Bachelor’s degree in business, public administration, or related field.
- 15+ years of experience in solutions delivery or technical consulting within SaaS or professional services organizations.
- Proven record of executive-level customer engagement and the ability to guide high-stakes, complex solution execution.
- Deep understanding of enterprise systems, SaaS platforms, and services integration.
- Strong ability to align business outcomes with technical execution.
- Exceptional communication, relationship management, and executive presence.
- Experience in federal or public sector engagements strongly preferred.
- Must be eligible to obtain and maintain a U.S. top-secret security clearance.
Location: This role may require up to 30% travel and/or onsite work at customer locations, depending on customer contract requirements. Outside of client engagements, Decision Lens operates in a remote-first environment (Washington, DC area preferred). Our headquarters are located in Arlington, VA.
Company Overview
Decision Lens develops integrated planning software which modernizes how government prioritizes, plans, and funds. We have been transforming public sector planning since 2005, delivering the people, process and technology which empower agencies to effectively meet the needs of today while delivering the cutting-edge capabilities of tomorrow. Decision Lens is an innovative, tech-driven high growth company, ranked number one Best SaaS for Business Intelligence or Analytics by SaaS Awards and a certified “Great Place to Work” by the Great Place to Work Institute. Our client list includes the US Department of Defense including Navy, Army, Air Force and numerous other agencies: USDA, GSA, FAA, and USDOT.
Apply: Send your resume to careers@decisionlens.com
Decision Lens Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.