Client Delivery Manager

| Greater Boston Area

Title:

POSITION SUMMARY:

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. 

KEY OUTCOMES:

  • 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
  • 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.
  • Review clients’ requirements and develop a detailed project plan.
  • Provides much needed support and information to the Legal department in the drafting of SOWs and MSAs based on client needs, solutions and SLAs
  • Establish ownership of project tasks, ensure that team members have the skills and tools necessary to complete assigned tasks.
  • 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
  • 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
  • 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
  • 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

EDUCATION, SKILLS & EXPERIENCE:

  • Bachelor’s degree in computer science, information systems with 3-5 years of project/program management experience in the IT industry
  • 2-4 years’ experience in client facing roles managing external client implementations
  • Experience working with cross-functional, remote teams and ability to influence without formal authority
  • Experience documenting business requirements and/or functional specifications and able to provide samples
  • Experience leading projects using both waterfall and agile methodology; Preferred PMP, CSM or similar certifications
  • Preferred experience in Cloud Technologies and CRM systems like Salesforce, Microsoft Dynamics
  • Experience managing a team of direct reports would be considered a plus
  • Must be self-directed and work with minimal supervision
  • Must be able to set and work within deadlines while managing time and task prioritization effectively
  • Must have superlative communication skills (verbal & written) and strong analytical skills




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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • ScalaLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • TrelloManagement
    • DrupalCMS
    • WordpressCMS
    • HubSpotCRM
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • ZohoCRM

Location

We are located in Medford, MA, right at Wellington Station with close access to the MBTA, I-93, Assembly Row, and a stones throw away from Boston.

An Insider's view of Agero

What projects are you most excited about?

“We're passionate about making the roads safer with our Driver360 mobile platform. We’ve developed crash detection technology that helps people when they're most in need, and we're using billions of miles of driving data to study crash risk factors and find ways to help people avoid crashing in the first place.”

Michael

Sr Data Scientist, Business Intelligence

How does the company support your career growth?

Agero has provided me the opportunity to work on a number of different strategic, cross-functional projects.

Ashley

Manager, HR Initiatives

What's the biggest problem your team is solving?

Our Engineering/IT teams are moving to the Amazon AWS cloud, which involves a lift/shift for some applications as well as rewriting other applications to be more micro service orientated. This effort is a huge transformation which includes new roles, training and re-thinking how IT operates as a cloud service organization.

Karen

Director, DevOps

What are Agero Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Whether it's personal development or for general education about our business, Learn at lunch is a big part of who we are!

Additional Perks + Benefits

We’ve got the benefits you’re use to and some you aren’t – including flexible health and dental care from your choice of doctors. We take care of the time off and allow you to make decisions about how much you want to carry over from year to year so you can recharge your batteries and achieve harmony both inside and outside of the workplace. How many places set you up with laptops and two monitors as standard fare? We’ve got more discounts and perks than you can count on 2 hands – and they are meaningful! Plus we offer a free subscription to the CC Motor Club.

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