Director, Client Delivery Management

Job description

Abacus Insights is a mission-driven, growth-stage technology company focused on transforming the healthcare industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights that address their clients’ needs.

With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we are transforming healthcare as the US leader in usable data for payers.  We have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. As a result, these payers can ingest and manage all the information they need to transform their business by supporting their analytical, operational, and financial needs through our platform. In addition, our employees know that they play an active role in keeping our customers’ data safe and are responsible for ensuring that our comprehensive policies and practices are met.

Since our founding in 2017, Abacus has built a highly successful business, raising more than $80 Million by leading VC firms with profound expertise in the healthcare and technology industries. We are solving massive complex problems in an industry ready for disruption. We have powerful momentum and would love for you to be a part of it!

About the Role:

We are seeking a client-focused leader with a strong blend of exceptional client relationship management and technical delivery skills to own the success of our most strategic client programs. As Director, Client Delivery Management, you will serve as the primary delivery interface for our clients, ensuring that every Delivery exceeds client expectations and delivers real business value. You will lead a team of Delivery Managers, ensuring excellence in project and program delivery, driving alignment across Abacus and client organizations, managing complex escalations, and ensuring trust at every step.

This role requires excellent client hands -an empathetic listener, persuasive communicator, and trusted advisor who can navigate difficult situations, influence decisions, and build strong executive relationships. You will shape how Abacus creates value for clients and ensures that delivery translates into measurable business outcomes.

You will also drive modernization of Delivery practices by leveraging automation and GenAI tools to streamline reporting, improve transparency, and free up teams to focus on client outcomes

Key Responsibilities:

Strategic Leadership

• Define and execute the client Delivery strategy across a portfolio of payer clients.
• Translate commercial commitments into executable roadmaps tied to client value realization.

Operational Excellence

• Drive continuous improvement in project governance processes, client communications, and delivery predictability.
• Champion client feedback loops to enhance satisfaction and retention.
• Leverage automation and GenAI tools to simplify status reporting, client communications, and delivery insights.

Program / Project Delivery

• Serve as escalation point for delivery issues, resolving them with clarity and diplomacy.
• Ensure SOWs and commitments are delivered on-time, on-budget, and with measurable business impact.
• Drive standardization in approach across all clients

Client Focus

• In close partnership with Account Management build and maintain executive-level relationships with client stakeholders, act as a trusted advisor.
• Support Account Management in preparing for steering committees and QBRs, ensuring client discussions focus on business outcomes, not just project status.
• Support Account Management in collecting and reporting NPS/CSAT for the client.
• Proactively identify opportunities to create value beyond the contract, strengthening client partnerships.
• Navigate difficult conversations (scope changes, delays, conflicting priorities) while maintaining trust.

Team Leadership

• Lead and coach a team of Delivery Managers, developing their ability to manage complex projects and complex client relationships
• Foster a culture of accountability, transparency, and client centricity.

Stakeholder Management

• Partner with Account Management on commercial strategy and with Client Implementation PMO on project governance and reporting.
• Align internal teams (Product, Engineering, Delivery) with client objectives and value metrics.

Performance Metrics & Analysis

• Own Delivery KPIs:
  • High quality delivery of all products and services.
  • On-time delivery of committed milestones.
  • Zero surprise escalations.

Use data-driven insights to improve client experience and delivery efficiency.

What We’re Looking For:

• Proven experience building and managing senior-level client relationships in the US healthcare payer market.
• Track record of driving measurable business value through complex technology implementations.
• Strong client presence: Comfortable influencing C-level stakeholders in high-pressure situations.
• Exceptional negotiation and conflict resolution skills; proven ability to manage escalations while maintaining trust.
• History of navigating difficult client conversations (scope, delays, competing priorities) with diplomacy and clarity.
• Strong analytical and strategic thinking; ability to link technical outcomes to business impact.
• Hands-on experience applying automation and GenAI tools (e.g., Copilot, ChatGPT, AI-enabled dashboards) to enhance client Delivery, reporting, and delivery processes.
• Demonstrated ability to modernize client Delivery practices through technology-driven improvements.
• 15+ years in enterprise software/SaaS program leadership; healthcare payer experience strongly preferred.
• Hands-on experience with delivery governance tools (Jira, Smartsheet, Confluence).
• PMP or Agile certification a plus.
• Familiarity with interoperability regulations (CMS ⁹¹¹⁵⁄₀₀₅₇), claims and clinical data integration.
• Knowledge of cloud data platforms (Snowflake, Databricks) and API ecosystems.
• MBA or advanced degree in Business/Technology.

Equal Opportunity Employer

As a mission-led technology company that is helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. Therefore, we proudly dedicate extensive time and resources to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment of any type regarding race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.