Client Delivery Manager

Job Type


Full-time

Description

Overview

The Client Delivery Manager is the primary owner of the client relationship and is responsible for the successful delivery, support, and ongoing adoption of the CLARIFIRE® application for designated clients. This role combines strategic account management with hands-on client support. The Delivery Manager understands the client's business needs, coordinates priorities across internal teams, resolves or escalates issues, and keeps client initiatives moving to completion.
Responsibilities

Develop and maintain strong client relationships by understanding business objectives, operational challenges, priorities, and use of CLARIFIRE.

Develop, manage and maintain excellent relationships with the client.


Serve as the overall account owner and central point of contact for client communications, support needs, projects, and escalations.


Lead recurring client meetings and quarterly account reviews focused on current priorities, the account roadmap, system adoption, and opportunities for improvement.


Orient and train clients on CLARIFIRE functionality and partner with subject matter experts to maintain user support, training, process, workflow, release, and account documentation.

Leverage approved AI tools to improve efficiency, quality, and consistency in client communications, documentation, analysis, and other job-related deliverables while following company security and data privacy requirements.

Identify trends, recurring issues, process improvements, and opportunities for enhancements or additional CLARIFIRE services.

Monitor account health, open requests, service-level commitments, project status, risks, and dependencies; provide clear updates to client and Clarifire management.

Maintain complete and current records of client requests, decisions, action items, tickets, and delivery status.

Coordinate implementations, enhancements, and other client initiatives with Business Analysis, Application Support, Development, Quality Assurance, and Project Management teams to support timely delivery.
Qualifications

Ability to manage multiple priorities, deadlines, and client expectations in a fast-paced environment while maintaining accuracy and follow-through.

Strong client relationship skills with the ability to communicate effectively with client contacts, leadership, and cross-functional internal teams.

Effective presentation and communication skills.

Strong analytical and problem-solving skills, including the ability to clarify incomplete information, identify root causes, and communicate practical solutions.

Self-directed, collaborative, and committed to continuous learning and improvement.
Requirements

Bachelor's degree or an equivalent combination of education and relevant experience.

3+ years of experience client delivery, client success, application support, project delivery, business analysis, or a related role in a technology-driven environment.

Proficiency in Microsoft Office, including Excel, Word, Outlook, and Teams.

Experience with software applications, workflow or process automation, and ticketing systems preferred.

Financial Services/Mortgage Industry experience preferred.

Travel required, approximately 20% annually.