Client Delivery Manager

We are seeking a Client Delivery Manager (CDM) to join our dynamic team at Abacus Insights. In this role, you will act as the primary delivery owner for 1 to 2 assigned clients, guiding them through the full lifecycle of solution delivery and ensuring measurable business impact. You will have the opportunity to shape how Abacus creates value for clients, modernize delivery practices with automation and GenAI tools, and build trusted relationships across client and internal teams. As part of a rapidly growing company at the intersection of healthcare and technology, you will influence process improvements, champion transparency, and drive operational excellence.

You will lead client conversations, clarify business priorities, understand use cases, and coordinate with Implementation PMs, Client Success Directors (CSDs), Solutions, Product, and Engineering to align scope, timelines, and capacity. This is an exciting opportunity to make a direct impact on client outcomes, delivery quality, and the future of healthcare data.

• 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.

• Client Delivery Manager (CDM) — Key KPIs:
• High-quality delivery of all products and services.
• On-time delivery of committed milestones.
• Zero-surprise escalations.

• 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