Sr. Professional, Client Delivery

We are seeking a highly motivated and experienced Sr. Professional, Client Delivery Manager to join our team. The ideal candidate will be responsible for ensuring the successful delivery of our SaaS products to our clients, ensuring customer satisfaction. Key responsibilities for this individual consist of client onboarding, project management, client consultation and issue resolution. This role will ensure the timely delivery of our products to our customers, ensuring projects are delivered quickly, on time and risks or issues are resolved. The role provides regular updates to customers and builds relationships, so they are seen as a trusted advisor to our clients.  

Primary Duties and Responsibilities  

Client Onboarding: Lead the onboarding process for new clients, ensuring a smooth transition and setup of our SaaS products. 

Project Management: Oversee the implementation of SaaS solutions, coordinating with internal teams to meet project timelines and deliverables. 

Client Communication: Serve as the primary point of contact for clients, providing regular updates, addressing concerns, and ensuring their needs are met. 

Issue Resolution: Proactively identify and resolve any issues or challenges that may arise during the delivery process. 

Feedback and Improvement: Gather client feedback and work with the product development team to drive continuous improvement of our SaaS offerings. 

Cross Department Coordination: Coordinate enhancements and custom client requests, resolve issues to ensure project timelines are met. 

Project Tracking: Maintain projects in ClickUp, project management tool, to ensure records of client interactions and project progress, and provide regular reports to senior management.

• Coordinate and/or facilitate formal customer discovery, technical and onboarding calls and resolve issues to ensure project timelines are met. 

• Implements project plan and modify as needed during course of implementation project. 

• Schedules, creates agenda and leads client meetings. 

• Main contact to the customer’s project team throughout to answer questions, facilitate customer requests, troubleshoot issues. 

• Create and/or maintain client level documentation (i.e. project plan, handoff documents and SharePoint).  

• Work with clients to understand APIs, workflows, and configurations. 

• Manage production release with customer (may require after hours coordination). 

• Ensure customer target go live dates are met, raise concerns and define go to green plan. 

• Manage and update project status providing accurate project status for tracking and reporting.