Job Details

Job Title: Client Delivery Manager
Job Location - Remote
Duration - 03-05 months

Job Description:

The Client Delivery Manager (CDM) creates strong consultative client relationships that result in long-term client satisfaction and high retention rates. The CDM is assigned to the largest and/or most complicated client sites, serving as the face of TAPFIN and our consulting service practice. This role will be the owner of implementing best practices for the delivery of services for their assigned accounts.

The CDM works with multiple levels within a client organization to manage and coordinate service delivery. The CDM must clearly understand client expectations, terms, and conditions to ensure service delivery is aligned with client guidelines. They are responsible for issue resolution and will escalate when appropriate. The CDM collaborates with the TAPFIN implementation team to ensure alignment between client demands and service delivery execution. The CDM will actively solicit and receive orders from the client on existing contracts.

Responsibilities include:

• Determine and coordinate work allocation amongst dedicated teams assigned to this project.
• Ensure cohesiveness and seamless service to clients.
• Create and execute strategies designed with the client program leadership team regarding business satisfaction, program growth, scalability, sustainability, and continuous improvement.
• Develop a process to monitor and track client compliance requirements and dashboards to ensure service level agreements and requirements are being met.
• Develop and manage service level agreement requirements (SLAs / KPIs) and other determined criteria.
• Build strong relationships and trust with business and other functional teams.
• Deliver a timely response and act as the first point of contact for all associate inquiries/issues; find the appropriate resources to assist associates and communicate resolutions or findings to appropriate parties.
• Proactively identify and solution potential future challenges.

Required Skills

• Excel
• PowerPoint
• MS Outlook
• OneNote
• Project management and project management software (MS Project, Visio)

Required Education

Minimum of 7 years of business experience and/or higher education certification.

Required Years of Experience

• 4 years of account management experience
• 2 years of supervisory experience

Desired Skills

• Project Management
• MSP experience
• Staffing experience

Desired Education

Preferred Education: Bachelor's degree in business, HR, or related field.