Pre-Sales Solution Architect
TruSummit Solutions
CloudPMP
Director, Client Delivery Management
Abacus Insights
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
CloudPMP
About the role
- Define and execute the client Delivery strategy across a portfolio of payer clients.
- Translate commercial commitments into executable roadmaps tied to client value realization.
- Drive continuous improvement in project governance processes, client communications, and delivery predictability.
- Champion client feedback loops to enhance satisfaction and retention.
- Leverage automation and GenAI tools to simplify status reporting, client communications, and delivery insights.
- Serve as escalation point for delivery issues, resolving them with clarity and diplomacy.
- Ensure SOWs and commitments are delivered on-time, on-budget, and with measurable business impact.
- Drive standardization in approach across all clients.
- Build and maintain executive-level relationships with client stakeholders, act as a trusted advisor.
- Support Account Management in preparing for steering committees and QBRs, ensuring client discussions focus on business outcomes.
- Support Account Management in collecting and reporting NPS/CSAT for the client.
- Proactively identify opportunities to create value beyond the contract, strengthening client partnerships.
- Navigate difficult conversations (scope changes, delays, conflicting priorities) while maintaining trust.
- Lead and coach a team of Delivery Managers, developing their ability to manage complex projects and complex client relationships.
- Foster a culture of accountability, transparency, and client centricity.
- Partner with Account Management on commercial strategy and with Client Implementation PMO on project governance and reporting.
- Align internal teams (Product, Engineering, Delivery) with client objectives and value metrics.
- Own Delivery KPIs: High quality delivery of all products and services; On-time delivery of committed milestones; Zero surprise escalations.
- Use data-driven insights to improve client experience and delivery efficiency.
Requirements
- Proven experience building and managing senior-level client relationships in the US healthcare payer market.
- Track record of driving measurable business value through complex technology implementations.
- Strong client presence: Comfortable influencing C-level stakeholders in high-pressure situations.
- Exceptional negotiation and conflict resolution skills; proven ability to manage escalations while maintaining trust.
- History of navigating difficult client conversations (scope, delays, competing priorities) with diplomacy and clarity.
- Strong analytical and strategic thinking; ability to link technical outcomes to business impact.
- Hands-on experience applying automation and GenAI tools (e.g., Copilot, ChatGPT, AI-enabled dashboards) to enhance client Delivery, reporting, and delivery processes.
- Demonstrated ability to modernize client Delivery practices through technology-driven improvements.
- 15+ years in enterprise software/SaaS program leadership; healthcare payer experience strongly preferred.
- Hands-on experience with delivery governance tools (Jira, Smartsheet, Confluence).
- PMP or Agile certification a plus.
- Familiarity with interoperability regulations (CMS 9115/0057), claims and clinical data integration.
- Knowledge of cloud data platforms (Snowflake, Databricks) and API ecosystems.
- MBA or advanced degree in Business/Technology.
