Sr. Manager, Client Implementation

CoreLogic - Dallas, TX

Full-time - Mid Level

Remote - Dallas, TX

1,001-5,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Senior Manager, Client Delivery, plays a crucial role in ensuring the successful delivery of services and maintaining strong client relationships. This position oversees a team of professionals responsible for managing the client delivery process and all aspects of the implementation of product and/or platform for clients from inception to implementation. The projects undertaken by the team require deep knowledge of the product and platform to lead the delivery and deploy new products or services. Assigned client projects are increasingly complex, involving multiple interdependencies, and require leading, guiding, and influencing cross-functional teams. The team works directly with clients to understand their business needs and implement CoreLogic product and technology solutions. In this role, you will work proactively with your team to improve the performance of the company and optimize the use of its products and services. Your duties will also involve training both staff and clients, troubleshooting any gaps in delivery and efficiency, and acting as an escalation point for product/platform specific issues and for your delivery services team. Leadership responsibilities include mentoring, training, increasing team engagement, performance management, recruitment, and management of day-to-day activities of assigned staff. You will oversee the implementation of projects, ensuring they are completed on time, within scope, and within budget. Collaboration with peers and senior leaders in setting and driving client delivery strategy to improve service delivery and client satisfaction is essential. You will interact with clients when responding to escalated customer problems and/or retention efforts, track and report on key performance indicators (KPIs) to ensure service delivery meets organizational standards, and monitor and report on client ticket trends, opportunities, and improvements. Your role will drive toward delivery and operational excellence within a matrixed environment, enabling the gathering of client feedback as follow-up to client ticket closure, and using this intel for continuous improvement to drive growth strategies and target process enhancements and operational efficiency.

Responsibilities

• Ensure successful delivery of services and maintain strong client relationships.
• Oversee a team managing the client delivery process and implementation of products/platforms.
• Lead and guide cross-functional teams on complex client projects.
• Work directly with clients to understand business needs and implement solutions.
• Proactively improve company performance and optimize product/service use.
• Train staff and clients, troubleshoot delivery gaps, and act as an escalation point.
• Mentor and manage day-to-day activities of assigned staff.
• Ensure projects are completed on time, within scope, and within budget.
• Collaborate with peers and senior leaders to drive client delivery strategy.
• Respond to escalated customer problems and retention efforts.
• Track and report on key performance indicators (KPIs) for service delivery.
• Monitor client ticket trends and identify opportunities for improvement.
• Drive operational excellence within a matrixed environment.
• Gather client feedback post-ticket closure for continuous improvement.

Requirements

• Bachelor's or master's degree in Business, Computer Science, Engineering, or a related field preferred.
• Minimum of 10 years of customer and/or delivery experience in a SaaS or software organization in B2B.
• At least 3 years of leadership experience over a client delivery team.
• Familiarity with the mortgage industry is a plus.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in project management tools and methodologies.
• Proven ability to lead and motivate a team of colleagues.
• Excellent communication skills for conveying technical concepts to non-technical audiences.
• Ability to negotiate, persuade, and gain consensus from cross-functional teams, management, and clients.
• Excellent interpersonal, analytical, business/technical judgment, and problem-solving skills.
• Ability to adapt to changing requirements and conditions.
• Strong client orientation and customer service skills.

Nice-to-haves

• Relevant certifications such as PMP, ITIL, or Lean are a plus.

Benefits

• Competitive compensation and benefits package.
• Hybrid working model with 1 day in the office per week.
• Career path for continued professional growth.
• Access to a self-development portal centered around employee growth.