Abacus Insights - Client Delivery Manager
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. • 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/Technology • Compensation: Compensation for this role is based on experience, skills, and location, and includes base salary plus eligibility for performance bonuses and equity grants.
Responsibilities
• Strategic Leadership • 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. • Operational Excellence • 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. • Program Delivery • Program Delivery • 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. • Client Centricity • Client Centricity • Lead client conversations, clarify business priorities, understand use cases, and translate them into delivery expectations. • Champion client feedback loops to enhance satisfaction and retention. • Stakeholder Management • 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. • Performance Metrics & Analysis • Client Delivery Manager (CDM) — Key KPIs: • High-quality delivery of all products and services. • On-time delivery of committed milestones. • Zero-surprise escalations.
Benefits
• What you’ll get in return: • 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 • Monthly cell phone allowance – stay connected with ease#LI-MS1
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