Client Delivery Manager

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Serve as the key delivery owner for 1 to 2 designated clients throughout the complete solution-delivery lifecycle.

• Discover opportunities to provide additional value beyond the contract and enhance client partnerships.

• Coordinate scope, timelines, risks, capacity, and resource planning among Implementation PMs, CSDs, Solutions, Product, and Engineering.

• Ensure adherence to delivery stage gates, SOWs, change requests, and governance protocols.

• Leverage automation and GenAI tools to simplify reporting and enhance transparency.

• Facilitate delivery execution, remove obstacles for teams, escalate issues proactively, and ensure commitments are fulfilled.

• Oversee account-level delivery documentation, including schedules, RAID logs, and delivery management plans.

• Lead client governance, risk and issue assessments, and status meetings.

• Handle delivery-related escalations and represent Abacus in delivery discussions.

• Direct client discussions, clarify priorities and use cases, and translate these into delivery expectations.

• Advocate for client feedback loops to enhance satisfaction and retention.

• Collaborate with offshore Implementation PMs on project management and daily operations.

• Align internal teams with client objectives and value metrics.

• Partner with CSDs on commercial strategies and client engagement tracking.

• Deliver products and services with exceptional quality, meet deadlines, and prevent unexpected escalations.

⛳️ Requirements

• Over 10 years of progressive experience in program, project, or delivery management within enterprise software, SaaS, or healthcare technology sectors.

• Strong sense of ownership, curiosity, client empathy, emotional intelligence, critical thinking, problem-solving, negotiation, conflict resolution, and escalation management abilities.

• Comfortable operating in a fast-paced, growth-oriented environment with changing priorities.

• Outstanding verbal, written, and presentation communication skills.

• Strong technical proficiency for engaging with engineering, product, and client teams regarding solution design, delivery, and troubleshooting.

• Advanced expertise in Smartsheet and project management utilizing Waterfall methodology.

• Experience in coordinating onshore/offshore delivery models and managing resource distribution across global teams.

• Bachelor’s degree or higher in a relevant field (Business, Technology, Healthcare, or related discipline).

• Minimum of 2 years of experience in the healthcare industry.

• Flexibility to work US hours to accommodate client needs across various time zones.

🏝️ Benefits

• Unlimited paid time off.

• Work from anywhere.

• Comprehensive health coverage with a variety of plan options.

• Equity offered to every employee.

• Growth-oriented environment and opportunities for development.

• Home office setup allowance.

• Monthly cell phone allowance.

• Eligibility for performance bonuses.

• Equity grants.