Delivery & Support Lead

The Delivery and Support Lead helps ensure clients have an exceptional experience from onboarding through day-to-day production use. This role is a great fit for someone who enjoys problem-solving with customers, coordinating across teams, and growing into broader operational leadership. You'll own key parts of delivery and support execution, help keep go-lives organized and predictable, and build the habits (process, communication, metrics) that make customer outcomes reliable and high quality. This is a new position that will be based out of our New York office. We work in-person Tuesday, Wednesday & Thursday. Opportunities to learnHow to run structured client onboarding and go-live readiness, end to end How to translate customer needs into clear internal actions and follow-through How to operate calmly and clearly during incidents and escalations How to build support processes, runbooks, and feedback loops that scale How to use metrics to spot issues early and drive continuous improvement Key ResponsibilitiesDelivery and Support Execution Help define and run the onboarding process for new clients, including plans, timelines, and clear entry/exit criteria. Track cross-team action items (Sales, Product, Engineering, Connectivity, Platform) and keep stakeholders aligned. Support early-stage client relationships during onboarding by surfacing issues, documenting decisions, and driving closure. Actively perform L1 support duties during growth period Train and mentor new L1 support hires Customer Coordination and Communication Participate in recurring customer touchpoints (status updates, issue reviews, readiness checks). Write clear updates and summaries for both customers and internal teams. Help translate customer needs into concrete, prioritized work for internal teams. Support Operations Follow and improve support processes, runbooks, and escalation paths. Help ensure incident handling and communications follow consistent standards. Partner with tooling owners (incident, support, project tracking) to keep workflows efficient and well-instrumented. Customer Advocacy and Continuous Improvement Capture structured feedback and help route it into Product and Engineering backlogs. Support root-cause analysis on recurring or high-impact issues and track follow-up actions. Metrics and Reporting Help define and maintain KPIs across delivery, onboarding, and support (e.g., time-to-onboard, SLA performance, incident volume and resolution time, NPS/CSAT). Create simple weekly reporting that highlights status, risks, and next steps. Escalation and Risk Management Help manage customer escalations by coordinating the right responders and keeping communication clear. Identify risks early (timeline, integration readiness, operational gaps) and drive mitigation plans. Experience in customer support. Strong organization and follow-through; comfortable tracking many moving parts. Experience working with Trading, Banking or related technology. Desire to lead teams, process, and execution by bringing structure, clarity, and follow-through to complex work. Clear written and verbal communication skills. Ability to work cross-functionally and keep stakeholders aligned. Comfort learning new tools and domains (trading/markets experience not required). Preferred QualificationsExperience working at a SaaS or technology company. Experience in delivery, customer success, operations, or a similar customer-facing role. Familiarity with incident management, ticketing, monitoring/alerting, or runbooks. Interest in building processes and improving how teams operate. NYC-based Valstro offers an excellent benefits package, including pension or 401 (k) plans, unlimited PTO and highly competitive compensation. Our leadership team brings a wealth of experience and deep industry knowledge, and despite being a young company, we believe we have carefully dialed in our product-market fit.