The Client Delivery Manager ensures CXponent’s consulting and brokerage projects are delivered on time, on budget, and to the highest standards of quality and client care. Acting as a billable project manager or in an oversight capacity, this person keeps distributed stakeholders aligned, accountable, and moving forward. They balance structure with strong people skills—driving results while building trust and positive relationships with clients, partners, and colleagues.

Role of the Client Delivery Manager

Project Conductor and Client Champion

This role orchestrates complex projects with precision, ensuring all stakeholders play their part while keeping clients confident and supported from start to finish.

Key Responsibilities

Project Oversight & Delivery

• Manage client projects from kickoff through completion, ensuring scope, budget, and timelines are met.
• Serve as the project manager on select engagements, providing hands-on leadership.
• Oversee partner-led delivery to ensure quality, accountability, and consistency with CXponent standards.
• Anticipate risks, resolve issues quickly, and escalate when necessary to protect client outcomes.

Client Experience

• Act as the primary point of contact for clients during engagements.
• Set clear expectations, provide proactive updates, and maintain transparency throughout the project lifecycle.
• Ensure clients feel supported, heard, and confident in CXponent’s ability to deliver.
• Contribute directly to improved client satisfaction and higher NPS scores.

Collaboration & Coordination

• Align with internal practice leaders, sales teams, and Client Success to ensure smooth project handoffs.
• Coordinate with partner resources, ensuring responsibilities are clear and deliverables are met.
• Drive accountability across distributed teams, balancing diplomacy with firm project discipline.
• Share lessons learned and feedback to strengthen CXponent’s delivery frameworks.

Process & Methodology

• Apply CXponent’s delivery methodologies and contribute to their continued evolution.
• Document and track project performance, highlighting successes and identifying areas for improvement.
• Support the growth of CXponent’s Project Management Office (PMO) by shaping best practices.
• Help build scalable processes that enable consistent, predictable project outcomes.

Core Objectives

Project Excellence

• Deliver projects on time, within scope, and on budget.
• Maintain high quality standards across internal and partner-led work.
• Build trust and accountability with all project stakeholders.

Client Success

• Strengthen CXponent’s reputation by ensuring exceptional client experiences.
• Anticipate client needs and proactively address challenges.
• Contribute to higher NPS scores and long-term client loyalty.

Collaboration & Accountability

• Align cross-functional teams and partners to project goals.
• Hold stakeholders accountable with clear communication and follow-through.
• Share insights to continuously improve CXponent’s delivery playbooks.

Scalability & Efficiency

• Support the evolution of CXponent’s PMO into a center of delivery excellence.
• Apply repeatable practices that improve project predictability and efficiency.
• Help scale CXponent’s ability to manage more projects without sacrificing quality.

Long-Term Vision

The Client Delivery Manager helps evolve CXponent’s delivery model into a true competitive advantage. By blending structure, accountability, and client care, this role ensures projects are delivered more efficiently and consistently, while reinforcing CXponent’s reputation for excellence. Over time, the role will elevate the impact of the Project Management Office, drive higher client satisfaction, and position CXponent as the consulting partner known for getting things done—while making the process smooth and collaborative for everyone involved.

Background Profile

Strong project operator and client-facing PM, hands-on but adaptable

• 7–12 years of project management experience in consulting, professional services, or tech implementations.
• Track record managing client-facing projects: budgets, scope, multi-stakeholder communication
• Comfortable working with subcontractors/partners, holding them accountable without direct management authority.
• Strong knowledge of delivery methodologies (PMI/PMP, Agile, hybrid), but able to flex and adapt to client/partner styles.
• Has carried billable responsibility as a PM in prior roles.

Likely backgrounds:

• Project Manager/Senior PM in a consulting or professional services firm.
• Engagement Manager at a SaaS or CX/CCaaS vendor.
• Program Manager/Delivery Manager at a systems integrator or managed services provider.
  
  
  

Bonus: 

Familiarity with CX, CCaaS/UCaaS, or automation/AI projects, IT Infrastructure (but not strictly required).

GWC Role Definition

Gets It

• Understands how to run complex client projects from kickoff through delivery.
• Sees the full picture of consulting and brokerage engagements—balancing scope, budget, timelines, and client expectations.
  Recognizes the importance of partner management and knows how to keep distributed stakeholder groups aligned and accountable.
  Grasps CXponent’s standards of client care, profitability, and delivery consistency.
  
  
  

Wants It

• Enjoys the challenge of leading projects where multiple stakeholders, vendors, and moving pieces come together.
  Takes pride in delivering on promises—on time, on budget, and with quality.
• Finds satisfaction in building strong client relationships and being the go-to person for project clarity and progress.
  Wants to contribute to CXponent’s growth by refining delivery practices and raising client satisfaction.
  
  
  

Capacity to Do It

• Skilled in project management methodologies with a track record of successful delivery.
• Strong communicator, capable of balancing diplomacy with accountability across clients, partners, and internal teams.
• Adept at identifying risks early and resolving issues quickly.
• Able to manage billable project responsibilities while also providing oversight across partner-led work.
• Equipped with the organizational discipline and interpersonal skills to keep projects predictable and clients confident.