Client Delivery Manager, Abacus Insights

• 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

Desirable

• 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
• 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
• 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
• 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