Technical Client Delivery Manager

What will you do at Tictrac?

Working as the Technical Client Delivery Manager, you will be responsible for planning and ensuring successful client delivery at all stages of the client lifecycle.  From the moment we start to solidify and document SOWs through to new client deployments and new releases / new features for existing clients.

You’ll be responsible for:

  • Creating client-facing documentation including proposals, SOWs and RFPs.
  • Working closely with the Business Development to support the acquisition of new clients.
  • Working closely with the Account Management teams to support new releases and new features / requirements for existing clients.
  • Having a deep understanding of all aspects of the Tictrac product e.g. business value, technical and product roadmap, functional and technical aspects of the platform.
  • Participating in technical and product roadmap sessions.
  • Consulting with clients to understand their ongoing business objectives and requirements and how the Tictrac platform can help to support these.
  • Managing client expectations on delivery, what’s in and out of scope, timings etc.
  • Taking clients through the implications of their requests (e.g. feasibility, cost, timing) and guiding them to our solution.
  • Negotiating pricing with clients for ‘chargeable features’ in-line with Tictrac’s commercial framework.
  • Defining, documenting, planning and delivering new client deployments, features and product releases.
  • Ensuring successful delivery by Co-ordinating all parties to provide the relevant materials, commitment and resources in-line with the project plan.
  • Ensuring project plans are updated throughout the project lifecycle.
  • Tracking progress against project plans, creating and maintaining an issues log, highlighting risks and providing the account management team with relevant client data on progress against project timelines. 
  • Demonstrating new releases and new features to clients.

What we’re looking for:

  • Track record in delivering digital projects and products.
  • Experience of working with, and managing work through, software development processes and technical teams.
  • Experience in software as a service companies (complex, technical product/services offering, with core product and ongoing modification requests from clients).
  •  The ability to understand Tictrac’s product from both business value, function and technical sides to competently discuss and propose solutions to clients to help support their ongoing business objectives.
  • A technical, solution-oriented individual with a high attention to detail and project management experience.
  • A strong aptitude for understanding and confidence in discussing technology.
  • The ability to balance ‘client needs and requests’ vs ‘proposed solutions’ vs ‘product integrity’.
  • Proven ability of establishing and maintaining successful and productive relationships with corporate clients including pricing negotiation for chargeable features.
  • Knowledge of the healthcare industry.
  • A highly effective communicator.
  • Credibility and gravitas to engage with senior stakeholders.
  • Experienced at balancing conflicting workloads and priorities.
  • Confident, self motivated and enthusiastic personality with a passion for service excellence
  • Excellent problem-solving skills.