Position Details:

The Customer Delivery Manager manages client and team expectations relevant to project accuracy and timeliness. This position maintains contact at the corporate, regional, and site’s, (customer), management contact levels. They are also accountable for the daily delivery of quality service and solutions that impact our client base. This person must have a proactive approach in working with the internal departments to identify system usage issues and assist them in making business decisions that enables CSG products to be utilized to their fullest extent as well as with the client assisting, guiding and implementing CSG solutions within the client to extract maximum business value.

Essential Job Responsibilities:                                                                      

• Collaborate with Customer Delivery, Customer Business Executives and client (both business and IT owners of the project/s) and act as a liaison between customer and internal teams, ensuring CSG aligns to delivering in the best interests of the customer. 
  • Support change management, ensuring all acceptance criteria is met with no customer impact.
  • Perform quantitative analysis of key process indicators to identify opportunities for process improvement.
  • Responsible for post project audits against estimations and resource allocation.
• Manage project progression and implementation as needed alongside the associated internal and external communication. 
  • Responsible for timely risk/issue identification and mitigation. 
  • Ensure accurate internal and external project status is provided on a weekly basis.
  • Work with cross functional teams to review delivery metrics and analysis for reporting and prepare short and long-range forecasts.
  • Ensure client extracts maximum business value from solution through a proper implementation and education plan
• May be participate in conference calls, training sessions, quarterly business reviews and other activities with external customers and partners during problem resolution and implementation activities. Drive, negotiate and influence the team to ensure we meet and/or exceed our customer’s expectations for service and support. 
• Support after hours on-call duties, as necessary.
• Establish excellent face to face relations with client

Travel

• Must be able to travel internationally and/or domestically (dependent upon location of the role) up to 25% of the time.
• Must spend at least 50% of the time working at customer site

Minimum Requirements

Education

• Bachelor’s Degree in Business, Computer Science, and/or a related field
• Project Management and/or Agile Certification strongly preferred

Experience

• 3+ years of technical project management/program management experience. 
• Strong issue management skills; analytical, technical and problem-solving skills to identify and facilitate problem resolution in a timely manner
• Strong verbal and written communication skills
• Ability to establish and maintain relationships with internal/external clients at all levels of the organization.
• Demonstrated ability to consult with the customer and assist them in defining their project needs under minimal supervision.
• Ability to travel to site locations up to 25%.
• Highly organized and detailed-oriented with the flexibility and adaptability to respond to changes.
• Self-starter with the ability to prioritize deliverables and meet deadlines.