Client Delivery Manager (Hybrid)

Broadridge•Chicago, IL

1d•Hybrid

About The Position

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team. Broadridge is hiring! We’re seeking a Client Delivery Manager to ensure the successful delivery of services contracted by the client on an ongoing basis. The CDM's role is to ensure that the BTCS Customer Success (CS) department fulfills its obligations to clients and enables their success with our products and services while aligning with Broadridge's strategy.

Requirements

7+ years of experience in Client Delivery, Customer Success, Account Management, or Service Management roles within a technology, financial services, or SaaS environment
Proven experience owning end-to-end client delivery and serving as the primary point of accountability for client outcomes
Strong client-facing experience, including regular interaction with senior and executive-level stakeholders
Demonstrated ability to manage complex, multi-stakeholder relationships across internal teams (e.g., Sales, Technical, Operations, Product)
Experience triaging and prioritizing client requests, incidents, and initiatives in fast-paced, mission-critical environments
Proven track record of managing critical incidents, driving resolution, and coordinating post-incident reviews and remediation plans
Excellent communication and presentation skills, with the ability to lead governance forums such as weekly client meetings and Quarterly Business Reviews
Strong problem-solving, organizational, and decision-making skills, with the ability to manage competing priorities
Ability to represent the “voice of the client” while balancing organizational strategy and operational constraints
Comfortable working in a remote environment with limited travel for client visits and team collaboration
Bachelor’s degree in Business, Information Systems, Finance, or a related field, or equivalent practical experience

Responsibilities

Collaborating with other Customer Success (CS) resources assigned to the client, such as Technical Account Managers (TAM) and Client Service Managers (CSM), to provide a comprehensive view of engagement, potentially spanning multiple solutions (e.g., AT and PT stacks for clients).
Taking ownership of the client relationship, in conjunction with the TAM and Sales Account Manager, within the regular framework (e.g., weekly meetings, Quarterly Business Reviews).
Conducting regular client visits to meet with end-users and gather firsthand feedback.
Attending and potentially facilitating executive-level engagements, as well as engaging with senior-level stakeholders (e.g., executive meetings and visits).
Promoting Broadridge products while forming and strengthening relationships of stakeholders of existing clients.
Triaging client requests and initiatives, advocating for their importance to other departments to ensure proper prioritization.
Managing critical incidents and driving them towards resolution.
Supervising incident reports production, coordinating post-mortems, and following up on incident remediation efforts with various internal stakeholders.
For mission-critical assignments, such as high-profile client projects, stability plans, and remediation for red clients, developing remediation plans and success criteria, orchestrating governance processes, coordinating with internal and external stakeholders, ensuring accountability, and reporting to senior management accordingly.
As part of the engagement, the CDM may be required to spend time on-site with clients, conducting floor walks, assessing their understanding of the product, and providing support to enhance their knowledge and usage, ultimately improving their overall experience.