Client Delivery Leader

About This Role

This role involves serving as the operational backbone for customer accounts, owning end-to-end delivery performance, and ensuring seamless execution across cross-functional teams. The Client Delivery Leader acts as a trusted advisor to the Account General Manager, championing operational excellence, driving measurable value, and exceeding customer expectations while optimizing profitability.

Responsibilities

• Serve as a subject matter expert to the AGM, developing comprehensive insight into customer contracts—including terms, conditions, and their implications for service delivery
• Partner closely with infrastructure, security, IT, implementation, product, and engineering teams to ensure cohesive service delivery and support new solution introductions
• Lead structured, audience-focused delivery status reporting for both customers and internal stakeholders
• Build strong, trusted relationships across shared services and with customer leadership at all levels
• Establish and manage a consistent, data-driven governance model with clear escalation pathways, including to senior executive leadership
• Oversee talent functions such as recruiting, coaching, mentoring, performance management, and team development

Requirements

• Program Management Expertise: Proven delivery or program leader with strong strategic and tactical program management skills who can instill confidence with clients and executives
• Financial Acumen: Strategic thinker with the ability to balance customer value, profitability, cost optimization, and margin performance
• Matrixed Leadership: Collaborative leader who thrives in complex, highly matrixed environments
• Relationship Management: Exceptional interpersonal and relationship-building skills with both clients and internal teams
• Industry Knowledge: Deep understanding of healthcare and Medicaid ecosystems, delivery models, and solution landscapes