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The Client Delivery Manager plays a vital role in creating long-term healthy service provider customer relationships, acting as the bridge between the client and our operational delivery teams.
The key responsibility of the Client Delivery Manager is governance across all areas of client services. Responsible for client account oversight with a focus on continual process improvement, ensuring the highest level of operational service delivery.
The role exhibits complete knowledge and a full understanding of the Service Delivery field.
In this role you will:
- Develop and maintain collaborative relationships with clients. Serve as primary contact for both clients and internal stakeholders for all issues related to service delivery. Lead client calls including business reviews, account planning, and transformation projects. Coordinate special projects as required.
- Take ownership and accountability of client relationship health, review for areas of risk, and partner with internal stakeholders (Operations, Account Management, Product Marketing) to create actionable client account plans. Use available account data to make informed decisions, drive process improvements for client satisfaction and internal KPIs.
- Demonstrate ability to understand client needs/requirements, and translate those into detailed plans, dashboards, and timelines. Able to apply analytical and problem-solving techniques to identify areas of concern, and work with key stakeholders to develop solutions. Translates client’s needs into operational tactics.
- Ensure that customers are informed of SG products’ features and capabilities, how to use our products to achieve their goals. Demonstrate knowledge of Safeguard products and services for assigned clients, from implementation to ongoing operations. Show initiative on evaluating best solutions and accountable for its implementation.
- Facilitate a collaborative and solution-oriented working environment across internal teams (Account Management, Operations, and Product Marketing). Ensure delivery meets or exceeds our standards.
- Serve as mediator to internal issues and conflicting priorities for members of cross-functional teams focused on the delivery of new or existing solutions to clients.
- Ensure that improvement items and root cause correction/prevention are owned by appropriate internal team.
The ideal candidate will have the following knowledge, skills, and experience:
- 2+ years of ervice delivery/client account management expertise preferably in payroll or HR technology/services.
- Solid understanding of the principles of service delivery. Proven track record in development and execution of client improvement/client account plans. Solution oriented mindset.
- Demonstrable relationship building service skills with the ability to build and maintain strong lasting relationships both internally and externally.
- Desire to deliver excellent customer service, ability to provide mentoring to internal teams on delivery/customer service approach.
- Strong listening, negotiation, and presentation skills both written (PowerPoint, email) and verbal
- Experience working in a remote environment with globally disbursed teams and clients.
At Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.
