About the job
As the Delivery and Support Lead at Valstro, you will play a crucial role in ensuring our clients enjoy an outstanding experience from the onboarding stage to their daily operational use of our services. This role is ideal for an individual who thrives on problem-solving, enjoys customer interaction, and is eager to take on greater operational leadership responsibilities.
You will be responsible for key aspects of delivery and support execution, maintaining organized and predictable go-live processes, and establishing best practices (processes, communication, metrics) that guarantee high-quality customer outcomes.
This newly created position will be based at our New York office, with in-person work required on Tuesdays, Wednesdays, and Thursdays.
Learning Opportunities
- Master structured client onboarding and end-to-end go-live readiness.
- Learn how to convert customer needs into actionable internal tasks.
- Manage incidents and escalations with composure and clarity.
- Develop scalable support processes, runbooks, and feedback loops.
- Use metrics effectively to identify early issues and promote continuous improvement.
Key Responsibilities
Delivery and Support Execution
- Define and manage the onboarding process for new clients, setting clear plans, timelines, and entry/exit criteria.
- Track cross-team action items involving Sales, Product, Engineering, Connectivity, and Platform, ensuring stakeholder alignment.
- Support initial client relationships during onboarding by identifying issues, documenting decisions, and ensuring resolution.
- Conduct L1 support duties during the growth phase.
- Train and mentor new L1 support team members.
Customer Coordination and Communication
- Engage in regular customer interactions, including status updates and readiness checks.
- Produce clear updates and summaries for clients and internal teams.
- Translate customer requirements into prioritized tasks for internal teams.
Support Operations
- Enhance support processes, runbooks, and escalation protocols.
- Ensure consistent handling and communication during incidents.
- Collaborate with tooling owners to maintain efficient workflows.
Customer Advocacy and Continuous Improvement
- Gather structured feedback to inform Product and Engineering backlogs.
- Conduct root-cause analyses on recurring issues and track follow-up actions.
Metrics and Reporting
- Define and maintain KPIs for delivery, onboarding, and support, such as time to onboard and SLA performance.
- Generate weekly reports highlighting status, risks, and next steps.

