Client Delivery Manager

Drawbridge Partners•New York, NY

About The Position

The Client Delivery Manager owns successful, on-time execution of cybersecurity services across a portfolio of client engagements. The role ensures services are delivered within scope and to a consistently high standard, coordinating internal resources, managing execution, setting expectations with internal teams and client stakeholders, mitigating delivery risks, and helping clients achieve expected business outcomes. The Client Delivery Manager is the primary day-to-day delivery contact for clients and bridges Sales, Relationship Management, Cybersecurity Consulting, Cybersecurity Solutions, Product, and Technical teams so that commitments made during sales translate into measurable client value. The position covers client experience and relationship ownership, delivery execution, incident and due diligence intake, account health and retention, and operational excellence. It includes managing client communications and meetings, maintaining delivery calendars and records, validating deliverables against quality standards and signed scopes, coordinating cross-functional work, responding to risks and dependencies, and routing incidents and commercial opportunities to the appropriate teams. The role also contributes to delivery standards, team training, runbooks, and process improvements.

Requirements

Bachelor’s degree, preferably in Business, Project Management, Technology, Finance, or a related field.
2–4 years of experience in professional services, project management, or consulting.
Demonstrated experience managing a high volume of varied client engagements simultaneously.
Comfort making difficult calls early.
Persistence in following up with clients while maintaining positive relationships.
Ability to read situations and determine who needs to hear what and when.
Calmness and credibility when clients are anxious or upset.
Proven ability to coordinate cross-functional teams without direct authority.
Experience managing scope, change requests, and client-side dependencies.
Strong understanding of project management principles and delivery methodologies.
Ability to manage competing priorities in a fast-paced environment.
Strong attention to detail, accountability, and an ownership mindset.
Familiarity with Salesforce, Microsoft Office, and project management tools.
Exceptional written and verbal communication skills.

Nice To Haves

Experience in alternative investments, cybersecurity, software as a service, or governance, risk, and compliance.
Experience using artificial intelligence tools to improve productivity, such as drafting meeting notes, summarizing client communications, and tracking follow-ups, with sound judgment about client confidentiality.
Experience supporting clients through due diligence, audits, or regulatory examinations.
Experience managing recurring services across many clients.

Responsibilities

Serve as the client's primary day-to-day contact and maintain regular communication.
Hold standing client meetings to review calendar progress, blockers, and relationship health.
Lead recurring business reviews covering delivery to date, upcoming work, and engagement health.
Raise risks to deadlines and likely missed dates early, and realign expectations proactively.
Lead kickoff calls, define scope and event calendars with clients, and obtain sign-off.
Send meeting agendas in advance and follow up with notes documenting discussion and agreements.
Determine which client and Drawbridge stakeholders should be involved in each conversation.
Help clients understand and use delivered services, the Drawbridge Platform, and reports.
Ensure every client interaction ends with a clear next step and date.
Own each client's service calendar and hold internal teams accountable to agreed dates.
Confirm deliverables are complete, meet Drawbridge quality standards, and match the signed scope of work.
Pursue client dependencies and requirements until resolved.
Maintain an active log of delivery risks and issues, resolving or escalating them before they affect clients.
Direct and allocate work among Client Delivery Coordinators and coordinate Cybersecurity Consultants and Cybersecurity Solutions.
Attend daily Client Delivery team stand-ups to clear blockers and dependencies.
Keep engagement records in Salesforce and the Drawbridge Platform accurate and consistent with client communications.
Use and help build runbooks for common blocked scenarios.
Act as the first point of intake when clients report security incidents, investor due diligence requests, or regulatory inquiries.
Identify and quickly involve the appropriate resources, handing off or relaying information as needed.
Relay status, dates, and logistics and work alongside Cybersecurity Consultants to support resolution.
Be available outside business hours to connect clients experiencing cybersecurity events with the appropriate Drawbridge resources.
Own the health of assigned client accounts and identify dissatisfaction or churn risks early.
Lead delivery-level responses to client dissatisfaction and involve leadership when needed.
Hand off buying conversations—including renewals, expansions, pricing, or contract discussions—to the Relationship Manager.
Pass commercial opportunities that arise during delivery to the Relationship Manager.
Monitor scope against the signed calendar of events and route changes through change control.
Partner with Cybersecurity Consultants on every account to provide a coordinated client experience.
Prioritize work across the client portfolio, monitor engagement health and milestones, and flag capacity constraints early.
Report engagement health, on-time delivery, and risks to leadership regularly.
Escalate disputed findings, upset clients, critical findings clients are not acting on, and repeated missed dependencies.
Contribute to delivery standards, team training, runbooks, and process improvement.