Client Delivery Manager

Job Locations US-MA-Watertown
Category
Client Success
Type
Regular Full-Time

Purpose

The Client Delivery/Implementation Manager will be primarily responsible for leading external clients through implementations to onboarding for our entire suite of software solutions.

The implementation process includes requirements gathering, overseeing development, and guiding clients through user acceptance testing. Effectively communicating with clients to gain an understanding of their needs and internal processes is paramount. You will creatively solve problems via product workarounds acceptable to the customer, and clearly articulate desired designs to Product Management. Your most important responsibility will be to maintain a relentless focus on customer satisfaction and ensuring the customer has a positive, value-added experience in every interaction

Accountabilities

  • Consultatively work with clients to define their requirements and product needs, and to guide them through the set-up process for given product
  • Work with clients to determine workflows, documents, and procedures to verify proper product usage
  • Create and maintain customer specific project plans, ensure resources are scheduled accordingly to complete tasks, and manage client expectations for their online application implementation
  • Complete account specific requirements, thoroughly test, and ensure accurate product set up
  • Drive client enablement by authoring and delivering initial end-user training materials
  • Deliver top quality customer service throughout the implementation process
  • Communicate effectively with excellent verbal and written skills
  • Build strong relationships with client team members, work successfully under pressure, maintain positive attitude, and meet client project deadlines in an efficient and professional manner
  • Provide support to customers, answering questions on function and usage of product
  • Perform some on-site client work, including the ability to travel

Position Requirements

5+ years of Technical and/or Project Management, Account Management or other successful client facing experience

Exceptional collaborative abilities. Proven experience in working cross-functionally across an organization. Ability to collaborate effectively at all levels and functions.

Organized and detail-oriented with the ability to successfully prioritize multiple responsibilities for multiple projects, with effective and timely follow-up

Able to set customer expectations, communicate internally to ensure tasks are on schedule, offer suggestions to mitigate risks to avoid delays

Must be comfortable leading multiple products/projects simultaneously and demonstrating configured applications.

Strong analytical skills, including understanding and troubleshooting software product configurations

Strong technical knowledge and ability to communicate the same to a non-technical audience.

A love for creative thinking and analytical problem solving.

Exceptional communication skills, verbal and written.

Strong client-service orientation.

College degree required, advanced degree preferred.

 

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