Client Delivery Manager
This position ensures the successful execution and delivery of programs and services to our clients, while simultaneously helping them achieve their overall program goals. The Client Delivery Manager oversees the delivery of services or service technology to the company's clients and/or customers. This position is responsible for supporting enterprise accounts through the delivery of services or service technology. Engages early with the customer, often during the sales cycle, to help shape a plan to deliver solutions that will transform their business. Leverages implementation best practices and Agero's product set to formulate a plan that will deliver value quickly - and acts as a platform for future innovation -- supporting the customer through implementation. Acts as the customer advocate - reporting progress, identifying, articulating and mitigating risk, and coordinating activities and resources. Brings Agero's resources and tools to enhance the program team and to ensure customer success.
Mission:
- Drive end-to-end planning, execution and delivery of client projects and programs
- Provide outstanding customer service throughout all interactions with clients
- Incorporate and enhance client implementation best practices through continuous improvement
Requirements
- Responsible for the onboarding of assigned new clients from kickoff to adoption, serving as the new clients' primary contact through all onboarding.
- Understand the client's business model, analyze technical & non-technical requirements and facilitate meaningful dialogues across cross-functional teams to help develop appropriate solutions
- Review clients' requirements and develop a detailed project plan.
- Develops, executes, and updates project plans including timelines and dependencies. Ensures direction and scope of the implementations are appropriately shared and understood
- Track project progress, review project tasks and deliverable to make deadlines and report on project progress to key internal and external stakeholders
- Manages needed data and reporting by partnering with other groups to create reports or provide ad hoc analysis and reporting as required
- Develop a transition plan to handle post-implementation processes and ensure a smooth hand-off to the Client Account Manager following completion of implementation
- Manage the project lifecycle from Proposal Development to Project Kickoff to Initial Design to Development and Testing to Site Acceptance to Maintenance bug fixing. This will include ensuring that the project is delivered on time, meets business & technical requirements and is within the agreed budget.
- Provides support and information to the Legal department in the drafting of SOWs and MSAs based on client needs, solutions and SLAs
- Establishes ownership of project tasks and assigns to team members with skills and tools necessary to complete assigned tasks.
- Work within a matrix management and delivery structure to oversee technical and SME project staff assigned by management
- Acts as a liaison between sales, finance, engineering, QA, client services, product, ops, marketing and other internal departments
- Manage both internal staff and external sub-contractors
- Responsible for project administration and project documentation, e.g. project plans, budget tracking, invoice tracking
- Anticipate, manage and resolve issues and act as the point of contact for the project
- Use best practice risk management, assessing risks in an informed and considered manner and to plan for the mitigation of these risks
- Manage customer expectations and maintain trusting customer relationships
- Own the full life cycle of the client implementation process, from strategy and design to training and delivery