Client Delivery Manager

Abacus Insights•Boston, MA

1d•Remote

About The Position

Abacus Insights is seeking a Client Delivery Manager (CDM) to serve as the primary delivery owner for one to two assigned clients, guiding them through the full lifecycle of solution delivery and ensuring measurable business impact. The role shapes how the company creates value for clients, modernizes delivery practices with automation and GenAI tools, builds trusted relationships across client and internal teams, and supports process improvements, transparency, and operational excellence. The CDM leads client conversations, clarifies business priorities and use cases, and coordinates with Implementation PMs, Client Success Directors (CSDs), Solutions, Product, and Engineering to align scope, timelines, and capacity. The position requires flexibility to work US hours as needed to serve clients across different time zones. Compensation is based on experience, skills, and location, and includes base salary, eligibility for performance bonuses, and equity grants.

Requirements

10 or more years of progressive experience in program, project, or delivery management within enterprise software, SaaS, or healthcare technology environments.
Ownership mentality and accountability for outcomes in complex client relationships, with the ability to drive measurable business value amid ambiguity.
Curiosity and a drive to understand processes, decisions, and systems.
Client empathy and the ability to anticipate needs and advocate for client success.
High emotional intelligence to build trust, influence decisions, and foster strong relationships with clients and internal teams.
Strong critical thinking and problem-solving skills, including synthesizing information, assessing risks, and making sound decisions under pressure.
Strong negotiation, conflict resolution, and escalation management skills.
Comfort working in a fast-paced, growth-stage environment with evolving priorities.
Exceptional verbal, written, and presentation skills for communicating complex topics to executive and technical audiences.
Strong technical aptitude for engaging with engineering, product, and client teams on solution design, delivery, and troubleshooting.
Advanced proficiency with Smartsheet and project management using Waterfall methodology.
Experience coordinating onshore/offshore delivery models, partnering with Implementation PMs, and managing resource allocation across global teams.
Bachelor’s degree or higher in a relevant field such as Business, Technology, or Healthcare.
At least 2 years of healthcare industry experience.
Ability to work flexible US hours as required to meet client needs across different time zones.

Nice To Haves

Healthcare payer industry experience.
Experience with advanced Smartsheet capabilities.
Experience managing cloud-based technology projects.
PMP, PgMP, PfMP, or PMI-RMP certification(s).
MBA or an advanced degree in Business or Technology.

Responsibilities

Act as the primary delivery owner for assigned clients and manage end-to-end delivery outcomes.
Identify opportunities to create value beyond the contract and strengthen client partnerships.
Align scope, timelines, risks, and capacity across Implementation PMs, CSDs, Solutions, Product, and Engineering, driving collaboration and accountability.
Own forecasting, capacity requests, and account resource planning, partnering with offshore teams to optimize allocation.
Ensure compliance with delivery stage gates, SOWs, change requests, and governance.
Use automation and GenAI tools to streamline reporting and improve transparency.
Drive delivery execution, unblock teams, escalate proactively, and ensure commitments are met.
Govern account-level delivery artifacts, including schedules, RAID logs, and the Delivery Management Plan, to align teams on priorities, risks, and issues.
Lead client governance, risk and issue reviews, and status meetings while maintaining client presence and trust.
Manage delivery-related escalations and represent Abacus in delivery forums.
Lead client conversations, clarify business priorities, understand use cases, and translate them into delivery expectations.
Champion client feedback loops to enhance satisfaction and retention.
Coordinate with offshore Implementation PMs to ensure project management, task tracking, and day-to-day execution, while retaining ownership of client relationships and strategic decisions.
Align Product, Solutions, Engineering, and Delivery teams with client objectives and value metrics.
Partner with CSDs on commercial strategy and client engagement monitoring.
Deliver products and services at high quality, meet committed milestones on time, and prevent surprise escalations.