Client Success & Project Delivery Manager

Job Description

Job Description

RoosterRx is seeking a highly organized, accountable, and proactive Client Success & Project Delivery Manager to serve as a central link between our clients, business teams, and technical resources. This hybrid role combines account management, project management, and Scrum leadership responsibilities.

Customer success is the primary objective of this position. The successful candidate will be responsible for understanding each client’s priorities, maintaining strong relationships, coordinating internal resources, and ensuring that commitments are delivered accurately, professionally, and on schedule.

This individual must be an exceptional self-starter who takes ownership of outcomes, anticipates issues before they become problems, and follows through on every detail. The role requires someone who is comfortable managing client relationships, leading internal execution, and holding themselves and others accountable for measurable results.

This is a full-time, in-person position based in Woodcliff Lake, New Jersey .

Key Responsibilities

• Serve as the primary relationship and delivery contact for assigned clients, developing a strong understanding of their goals, priorities, concerns, and measures of success
• Take ownership of the overall client experience, from onboarding and implementation through ongoing support, product adoption, and account growth
• Proactively communicate with clients regarding project status, upcoming milestones, open decisions, risks, and next steps
• Ensure that client questions, requests, and concerns are acknowledged promptly, tracked carefully, and resolved completely
• Identify potential client dissatisfaction, adoption barriers, or delivery risks early and coordinate corrective action before the relationship is affected
• Own client projects from initial planning through completion, ensuring that scope, responsibilities, milestones, dependencies, and deadlines are clearly documented
• Translate client requests and business priorities into clear requirements, actionable tasks, acceptance criteria, and measurable deliverables
• Lead Scrum and Agile delivery activities, including daily standups, sprint planning, backlog refinement, retrospectives, and progress reviews
• Coordinate across analytics, product, engineering, operations, and senior leadership to ensure that client priorities are understood and appropriately sequenced
• Maintain detailed project plans, meeting notes, action-item logs, decision records, risk registers, and status reports
• Hold internal project participants accountable for responsibilities, quality expectations, and delivery deadlines
• Prepare and lead client meetings, including agendas, implementation discussions, project updates, training sessions, and follow-up communications
• Verify that completed work meets the documented client requirements and has received appropriate internal review before delivery
• Respond rapidly and professionally to urgent client requests, production issues, market developments, and changing business priorities
• Develop a deep understanding of RoosterRx’s products, analytical capabilities, workflows, and client use cases
• Identify opportunities to improve client onboarding, communication, product adoption, project execution, and overall service quality
• Partner with leadership to identify opportunities for account expansion, additional services, and deeper client engagement

Performance and Bonus Plan

This position will be eligible for a performance-based bonus tied to clearly defined customer success and technology delivery objectives .

Customer success will be the primary component of the incentive plan. Performance measures may include:

• Client satisfaction and relationship health
• Client retention and renewal outcomes
• Successful onboarding and implementation
• Responsiveness and issue resolution
• Product adoption and client engagement
• Achievement of agreed client objectives
• Accuracy, timeliness, and quality of client deliverables
• Identification of opportunities to expand or deepen client relationships

A secondary component of the bonus will be tied to the successful achievement of defined IT, product-development, and operational milestones, including:

• On-time completion of agreed development initiatives
• Successful coordination of client-driven product enhancements
• Quality and completeness of business and technical requirements
• Effective sprint execution and removal of delivery blockers
• Improved documentation, testing, and release-readiness processes
• Measurable improvements in internal delivery efficiency and accountability

Specific goals, milestone definitions, and bonus eligibility will be established and communicated for each performance period. The bonus plan is intended to reward both strong client outcomes and disciplined internal execution, with customer success carrying the greatest weight .

Minimum Qualifications

• Bachelor’s degree in Business, Project Management, Healthcare Administration, Information Systems, or a related field, or an equivalent combination of education and relevant work experience
• 5+ years of experience in client success, account management, project management, implementation, business operations, or a related role
• Demonstrated experience managing client relationships, projects, deadlines, stakeholders, and competing priorities
• Experience translating client and business needs into clear internal requirements and deliverables
• Exceptional attention to detail and a strong commitment to accuracy
• Excellent written and verbal communication skills
• Proven ability to work independently, take initiative, and carry responsibilities through to verified completion
• Ability to work in person at the RoosterRx office in Woodcliff Lake, New Jersey

Additional Qualifications

• Experience leading Scrum ceremonies or working within an Agile software-development environment
• Strong command of project-management and collaboration tools such as Jira, Confluence, Microsoft Office, Google Workspace, or comparable platforms
• Ability to create clear project plans, requirements, meeting summaries, executive updates, and client-facing communications
• Strong judgment and the ability to distinguish between routine issues, material client risks, and matters requiring immediate escalation
• Ability to work effectively with technical, analytical, operational, and business teams
• Ability to understand complex products and workflows and explain them clearly to technical and nontechnical audiences
• Strong interpersonal skills, including the ability to build trust, manage difficult conversations, and reinforce accountability
• Ability to operate effectively in a fast-paced, growing organization where priorities may change quickly

Preferred Qualifications

• Experience in healthcare, pharmacy benefits, insurance, financial analytics, software, or another data-intensive industry
• Experience managing software implementations, analytical projects, or client onboarding programs
• Experience in customer success, client retention, account expansion, or strategic account management
• Familiarity with pharmacy pricing, rebate analytics, claims data, or PBM operations
• Scrum Master, PMP, Certified ScrumMaster, PMI-ACP, or a similar project-management certification
• Experience working with executive-level client stakeholders
• Demonstrated success improving client satisfaction, project delivery, team accountability, or product adoption

Critical Success Factors

Success in this position requires more than coordinating meetings and updating project plans. The successful candidate will consistently demonstrate:

• Customer focus: Client needs, outcomes, and long-term satisfaction remain at the center of decision-making
• Attention to detail: Requirements, commitments, decisions, and follow-up items are accurately documented and never allowed to fall through the cracks
• Ownership: Responsibilities are carried through from initial discussion to verified completion and client acceptance
• Accountability: Commitments and deadlines are taken seriously, and risks are communicated before they affect delivery
• Initiative: Problems are anticipated, investigated, and addressed without waiting for repeated direction
• Responsiveness: Clients and internal stakeholders receive timely, thoughtful, and complete communication
• Execution: Meetings and plans consistently lead to clear decisions, assigned responsibilities, and completed work
• Reliability: Clients and colleagues can depend on this person to be prepared, organized, responsive, and consistent

Work Location

This is a full-time, in-person position in Woodcliff Lake, New Jersey . Regular on-site attendance is an essential requirement of the role.

Compliance Requirements

• Must be eligible to work in the United States without the need for work visa or residency sponsorship
• Must successfully pass OIG/GSA exclusion screening prior to hire and on an ongoing basis
• Must comply with OFAC screening requirements; employment is contingent upon clearance
• Employment eligibility will be verified through E-Verify in accordance with federal law