Client Delivery Manager

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

📋 Description

• Serve as the primary delivery owner for designated clients, overseeing all aspects of delivery outcomes.

• Actively seek opportunities to add value beyond contractual obligations, enhancing client relationships.

• Coordinate scope, timelines, risks, and capacity among Implementation PMs, CSDs, Solutions, Product, and Engineering, fostering collaboration and accountability across teams.

• Manage forecasting, capacity requests, and resource planning for the account, collaborating with offshore teams to optimize resource use.

• Ensure adherence to delivery stage gates, Statements of Work (SOWs), change requests, and governance protocols.

• Utilize automation and GenAI tools to enhance reporting efficiency and increase transparency.

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

• Manage account-level delivery documentation (Schedules, RAID Logs, Delivery Management Plan, etc.) to ensure alignment on priorities, risks, and challenges across teams.

• Lead regular client governance meetings, risk/issue reviews, and status updates, maintaining a strong presence and trust with clients.

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

• Facilitate client discussions, clarify business priorities, comprehend use cases, and translate them into delivery expectations.

• Promote client feedback mechanisms to improve satisfaction and retention.

• Collaborate with offshore Implementation PMs to ensure that all project management tasks (tracking, day-to-day operations, etc.) are carried out, while you maintain ownership of client relationships and strategic decisions.

• Align internal teams (Product, Solutions, Engineering, Delivery) with client goals and value metrics.

• Work alongside CSDs on commercial strategies and monitoring client engagement.

⛳️ Requirements

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

• Ownership mindset — takes responsibility for outcomes in complex client relationships and propels efforts to deliver measurable business value, even in uncertain situations.

• Innate curiosity — motivated to understand operational mechanics and compelled to inquire about the “why” and “how” behind every process, decision, and system.

• Profound client empathy — capable of considering the client's perspective, anticipating their needs, and advocating for their success.

• High emotional intelligence to establish trust, influence decisions, and cultivate strong relationships with clients and internal teams.

• Strong critical thinking and problem-solving abilities to integrate information, evaluate risks, and make sound decisions under pressure.

• Excellent negotiation, conflict resolution, and escalation management skills — comfortable navigating challenging conversations while maintaining trust.

• Adaptable to a dynamic, growth-oriented environment with shifting priorities.

• Outstanding verbal, written, and presentation skills to simplify complex topics for both executive and technical audiences.

• Strong technical proficiency to engage with engineering, product, and client teams on solution design, delivery, and troubleshooting.

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

• Experience managing onshore/offshore delivery models, including collaboration with Implementation PMs and overseeing resource allocation across global teams.

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

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

🏝️ Benefits

• Unlimited paid time off – recharge when you need it.

• Work from anywhere – flexibility to suit your lifestyle.

• Comprehensive health coverage – various plan options available.

• Equity for every employee – participate in our success.

• Growth-oriented environment – your professional development is important to us.

• Home office setup allowance – one-time assistance to help you get started.

• Monthly cell phone allowance – stay connected effortlessly.