Director, Transformation & Acceleration Office

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Full Time Director Annapolis, MD, US

Salary Range: $ To $ Annually

Blackwood is seeking a Director, Transformation & Acceleration Office (TAO) to build the operating model that helps customers realize value after the transaction. This role reports to the COO and leads Customer Experience and Transformation Services as one accountable post‑transaction motion.

This role exists because Blackwood lands complex, high‑value technology transactions where customer outcomes cannot depend on individual effort, informal handoffs, or uneven follow‑through. Customers need value faster. Sellers need visibility after close. Partners need one shared plan. TAO creates that structure without adding bureaucracy.

TAO is how Blackwood operationalizes authentic customer intimacy. In practice, that means clear customer objectives, shared success plans, early risk visibility, partner alignment, and evidence that Blackwood’s recommendations are creating measurable value.

This is a build‑stage leadership role. The Director will start with a focused mandate, prove the motion on priority accounts, and scale only when adoption is consistent. Success means internal stakeholders, customers, and partners have the visibility and feedback loops needed to continuously partner across the customer lifecycle.

TAO will not replace commercial ownership. It will own the post‑transaction operating cadence, visibility model, and escalation path for priority accounts while keeping Sales accountable for the customer relationship.

• Build the TAO operating model, including intake, coverage criteria, role boundaries, escalation paths, and inspection cadence.
• Define how TAO engages with Sales, CX, Transformation Services, Engineering, OCTO, OEMs, and partners.
• Reinforce Sales as the commercial owner while giving account teams a clearer path to post‑sale outcomes.

• Create a lightweight Success Plan model that captures customer objectives, owners, milestones, risks, next actions, and value proof.
• Translate post‑close progress into visible evidence that supports renewal health, expansion, executive sponsorship, and partner alignment.

• Coordinate Sales, CX, Transformation Services, Engineering, OCTO, OEM customer success teams, SIs, and delivery partners around one customer‑defined plan.
• Engage technical resources with clear scope, entry criteria, exit criteria, and deliverables.
• Earn seller trust by making TAO useful, lightweight, and tied to customer progress.

• Partner with Rev Ops to make account health, value realization activity, and risk visibility simple to capture, inspect, and act on.
• Inspect operating signals before financial signals, including success plan coverage, time‑to‑value, milestone progress, partner engagement, and risk visibility.
• Create feedback loops that enable continuous partnering across internal stakeholders, customers, and partners.

• Lead Customer Experience and Transformation Services under the TAO umbrella.
• Operate as a player‑coach who can build the system, work live accounts, and create repeatable habits.
• Create practical enablement so the field knows when to engage TAO, what TAO delivers, and what Sales must provide.

• Willingness to permit a Background Check
• Bachelor's Degree or Equivalent Experience
• 8+ years leading post‑sale customer success, technical adoption, transformation services, or enterprise technology programs in complex B2B environments.
• Enough technical credibility to operate confidently with cybersecurity, cloud, data, infrastructure, and enterprise technology stakeholders.
• Experience building repeatable operating models, customer success motions, delivery governance, or post‑sale adoption programs.
• Ability to influence sellers, technical leaders, executives, OEM teams, and delivery partners.
• Strong executive communication, customer‑facing presence, and…