Client Delivery Manager

Role Overview

• Act as the primary delivery owner for assigned clients, managing end-to-end delivery outcomes.
• Proactively identify opportunities to create value beyond the contract, strengthening client partnerships.
• Align scope, timelines, risks, and capacity across Implementation PMs, CSDs, Solutions, Product, and Engineering, driving cross-team collaboration and accountability.
• Own forecasting, capacity asks, and resource planning for the account, partnering with offshore teams to optimize resource allocation.
• Ensure compliance with delivery stage gates, SOWs, change requests, and governance.
• Leverage 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 (Schedules, RAID Logs, Delivery Management Plan, etc.) to ensure cross-team alignment on priorities, risks, and issues.
• Lead regular client governance, risk/issue reviews, and status meetings, maintaining a strong client presence and trust.
• Manage delivery-related escalations and represent Abacus in all 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 all project management (task tracking, day-to-day execution, etc.) is executed, while you retain ownership of client relationships and strategic decisions.
• Align internal teams (Product, Solutions, Engineering, Delivery) with client objectives and value metrics.
• Partner with CSDs on commercial strategy and client engagement monitoring.

Requirements

• 10+ years of progressive experience in program, project, or delivery management within enterprise software, SaaS, or healthcare technology environments.
• Ownership mentality — takes accountability for outcomes in complex client relationships and drives forward motion to deliver measurable business value even in ambiguity.
• Hardwired curiosity — driven to understand how things work and compelled to ask the “why” and “how” behind every process, decision, and system.
• Deep client empathy — able to put yourself in the client’s shoes, anticipate needs, and advocate for their 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 to synthesize information, assess risks, and make sound decisions under pressure.
• Strong negotiation, conflict resolution, and escalation management skills — comfortable navigating difficult conversations and maintaining trust.
• Comfortable working in a fast-paced, growth-stage environment with evolving priorities.
• Exceptional verbal, written, and presentation skills to distill complex topics for executive and technical audiences.
• Strong technical aptitude to engage 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, including partnering with Implementation PMs and managing resource allocation across global teams.
• Bachelor’s degree or higher in a relevant field (Business, Technology, Healthcare, or related discipline).
• 2+ years of healthcare industry experience.

Benefits

• Unlimited paid time off – recharge when you need it
• Work from anywhere – flexibility to fit your life
• Comprehensive health coverage – multiple plan options to choose from
• Equity for every employee – share in our success
• Growth-focused environment – your development matters here
• Home office setup allowance – one-time support to get you started
• Monthly cell phone allowance – stay connected with ease