Client Delivery Manager
About The Position
The Client Delivery Manager is responsible for keeping an updated understanding of the organization’s products, services, and client delivery policies. They will build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs. This role provides outstanding customer service to clients and responds to all clients' concerns in a timely manner, while also developing creative ways to deliver an exceptional client experience. The Client Delivery Manager will support implementation project management under leadership direction, manage client meeting schedules and agendas for assigned clients based on project scope agreements, and utilize spreadsheets and data visualization software, including Excel and Power BI, to create presentation material. They will deliver and create all standard and ad hoc client-facing reporting based on client needs, and use various methods to compile, analyze, and convey numerical or statistical data, including pivot tables, graphs, and spreadsheets. This role coordinates with Operations on subject matter expert (SME) input, handles meeting deck preparation and coordination with Client Success on meeting deck preparation, QA, and deck validation, and ensures action items get completed. The Client Delivery Manager serves as the main point of contact for clients and acts as a communication connection between clients and Operations, Client Success, and other service lines. They verify or communicate regarding account-level auditing/integrity issues to the Client and communicate all client risk issues to designated leadership teams to ensure customer success. This role manages client expectations and follows through on commitments. The Client Delivery Manager is responsible for ensuring all client-specific protocol documentation is kept up to date and reviewed regularly by the Client Deliver Senior Associate. They communicate with vendor management companies and coordinate with operations to ensure deliverables are met. This role promotes a supportive and positive team culture that aligns with company values and contributes to the advancement of internal team initiatives by providing hands-on support and ideas. The Client Delivery Manager manages client health (KPIs) in conjunction with Cloud members to preemptively recognize and escalate potential client detractors.
Requirements
- Bachelor's - Equivalent experience will be considered in lieu of a degree
- Minimum of 5 years of experience
- Excel and Power BI
- Pivot tables, graphs, and spreadsheets
Responsibilities
- Keep an updated understanding of the organization’s products, services, and client delivery policies
- Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
- Provide outstanding customer service to clients and respond to all clients' concerns in a timely manner
- Develop creative ways to deliver an exceptional client experience
- Support implementation project management under leadership direction
- Manage client meeting schedules and agendas for assigned clients based on project scope agreements
- Utilize spreadsheets and data visualization software, including Excel and Power BI, to create presentation material
- Deliver and create all standard and ad hoc client-facing reporting based on client needs
- Use various methods to compile, analyze, and convey numerical or statistical data, including pivot tables, graphs, and spreadsheets
- Coordinate with Operations on subject matter expert (SME) input
- Meeting deck prep and coordination with Client Success on meeting deck prep, QA, and deck validation
- Ensure action items get completed
- Serve as the main point of contact for clients and act as a communication connection between clients and Operations, Client Success, and other service lines
- Verify or communicate regarding account-level auditing/integrity issues to the Client
- Communicate all client risk issues to designated leadership teams to ensure customer success.
- Manage client expectations and follow through on commitments
- Responsible for ensuring all client-specific protocol documentation is kept up to date and reviewed regularly by the Client Deliver Senior Associate
- Communicate with vendor management companies and coordinate with operations to ensure deliverables are met
- Promote a supportive and positive team culture that aligns with company values
- Contribute to the advancement of the internal team initiatives by providing hands-on support and ideas
- Manage Client health (KPIs) in conjunction with Cloud members to preemptively recognize and escalate potential client detractors
Benefits
- Annual bonus plan at a target of 10.00%
- Competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
