Client Delivery Manager (Hybrid)

At Broadridge weve built a culture where the highest goal is to empower others to accomplish more. If youre passionate about developing your career while helping others along the way come join the Broadridge team.

Broadridge is hiring! Were seeking a Client Delivery Manager to ensure the successful delivery of services contracted by the client on an ongoing basis. The CDMs role is to ensure that the BTCS Customer Success (CS) department fulfills its obligations to clients and enables their success with our products and services while aligning with Broadridges strategy.

Responsibilities:

The Client Delivery Manager (CDM) serves as the face of Broadridge to clients and assumes sole accountability for the end-to-end service. They collaborate with various Broadridge teams and services involved in the solution bringing them together on behalf of the client. This includes:
-Collaborating with other Customer Success (CS) resources assigned to the client such as Technical Account Managers (TAM) and Client Service Managers (CSM) to provide a comprehensive view of engagement potentially spanning multiple solutions (e.g. AT and PT stacks for clients).
- Taking ownership of the client relationship in conjunction with the TAM and Sales Account Manager within the regular framework (e.g. weekly meetings Quarterly Business Reviews).
- Conducting regular client visits to meet with end-users and gather firsthand feedback.
- Attending and potentially facilitating executive-level engagements as well as engaging with senior-level stakeholders (e.g. executive meetings and visits).
- Promoting Broadridge products while forming and strengthening relationships of stakeholders of existing clients.

The Client Delivery Manager (CDM) serves as the internal representative of the voice of the client and is responsible for ensuring that the clients interests are accurately represented while aligning with Broadridges strategic vision. This includes:
- Triaging client requests and initiatives advocating for their importance to other departments to ensure proper prioritization.
- Managing critical incidents and driving them towards resolution.
- Supervising incident reports production coordinating post-mortems and following up on incident remediation efforts with various internal stakeholders.
- For mission-critical assignments such as high-profile client projects stability plans and remediation for red clients developing remediation plans and success criteria orchestrating governance processes coordinating with internal and external stakeholders ensuring accountability and reporting to senior management accordingly.

As part of the engagement the CDM may be required to spend time on-site with clients conducting floor walks assessing their understanding of the product and providing support to enhance their knowledge and usage ultimately improving their overall experience. However this aspect of the role may require additional specialized skills (such as trading experience and in-depth product knowledge) in addition to the client-facing skills described above. Depending on the staff profile these responsibilities may or may not be integrated into the CDM role.

Qualifications:

• 7 years of experience in Client Delivery Customer Success Account Management or Service Management roles within a technology financial services or SaaS environment

• Proven experience owning end-to-end client delivery and serving as the primary point of accountability for client outcomes

• Strong client-facing experience including regular interaction with senior and executive-level stakeholders

• Demonstrated ability to manage complex multi-stakeholder relationships across internal teams (e.g. Sales Technical Operations Product)

• Experience triaging and prioritizing client requests incidents and initiatives in fast-paced mission-critical environments

• Proven track record of managing critical incidents driving resolution and coordinating post-incident reviews and remediation plans

• Excellent communication and presentation skills with the ability to lead governance forums such as weekly client meetings and Quarterly Business Reviews

• Strong problem-solving organizational and decision-making skills with the ability to manage competing priorities

• Ability to represent the voice of the client while balancing organizational strategy and operational constraints

• Comfortable working in a remote environment with limited travel for client visits and team collaboration

• Bachelors degree in Business Information Systems Finance or a related field or equivalent practical experience

Compensation Range: The salary range for this position is between $150000 - $175000. Broadridge considers various factors when evaluating a candidates final salary including but not limited to relevant experience skills and education.
Bonus Eligibility: Bonus Eligible
Benefits Information: Please visit for more information on our comprehensive benefit offerings.

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We are dedicated to fostering a collaborative engaging and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe understood and valued and we work diligently and collaboratively to ensure Broadridge is a companyand ultimately a communitythat recognizes and celebrates everyones unique perspective.

Use of AI in Hiring

As part of the recruiting process Broadridge may use technology including artificial intelligence (AI)-based tools to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers and all employment decisions include human review to ensure fairness accuracy and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify misrepresent or disguise information in an application resume assessment or interview will result in disqualification from consideration.

US applicants: Clickhereto view the EEOC Know Your Rights poster.

Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome where everyones strengths are valued and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race color religion sex (including sexual orientation gender identity or expression and pregnancy) marital status national origin ethnic origin age disability genetic information military or veteran status and other protected characteristics protected by applicable federal state or local laws.

If you need assistance or would like to request reasonable accommodations during the application and/or hiring process please contact us at or by sending an email to.