This position requires you to be located in Tijuana or Ensenada, Baja California, Mexico. Candidates who are not in this location will be rejected.

Position Overview

We are seeking a highly motivated and experienced Professional, Client Delivery Manager to join our team. The ideal candidate will be responsible for ensuring the successful delivery of our SaaS products to our clients, ensuring customer satisfaction. Key responsibilities for this individual consist of client onboarding, project management, client consultation and issue resolution. This role will ensure the timely delivery of our products to our customers, ensuring projects are delivered quickly, on time and risks or issues are resolved. The role provides regular updates to customers and builds relationships, so they are seen as a trusted advisor to our clients. 

Primary Duties and Responsibilities 

• Client Onboarding: Lead the onboarding process for new clients, ensuring a smooth transition and setup of our SaaS products.
• Project Management: Oversee the implementation of SaaS solutions, implement project plans, maintain projects in ClickUp (project management tool), and ensure the project meets timelines and deliverables. 
• Coordinate and/or facilitate formal customer discovery, technical and onboarding calls and resolve issues to ensure project timelines are met.
• Main contact to the customer’s project team throughout to answer questions, facilitate customer requests, troubleshoot issues.
• Create and/or maintain client level documentation (i.e. project plan, handoff documents and SharePoint). 
• Work with clients to understand APIs, workflows, and configurations.
• Manage production release with customer (may require after hours coordination).
• Ensure customer target go live dates are met, raise concerns and define go to green plan.
• Provide regular reports to senior management. 
• Client Consultation and Communication: Serve as the primary point of contact for clients, providing regular updates, addressing concerns, and ensuring their needs are met.
• Issue Resolution: Proactively identify and resolve any issues or challenges that may arise during the delivery process.
• Feedback and Improvement: Gather client feedback and work with the product development team to drive continuous improvement of our SaaS offerings.
• Cross Department Coordination: Coordinate enhancements and custom client requests, resolve issues to ensure project timelines are met.

Job Qualifications

• Bachelor’s Degree strongly preferred or equivalent work experience. PMP certification desired.
• Position requires a minimum of 3-5 years of client delivery, project management or other relevant experience in a SaaS company. 
• Mortgage industry experience a strong plus.
• Understanding of SaaS products and implementation processes.
• Solid project management skills; proven ability to manage multiple projects and clients simultaneously.
• Proficiency in project management tools and software, experienced with ClickUp a plus.
• Excellent communication and interpersonal skills; experienced managing client relationships.
• Problem-solving mindset with a focus on customer satisfaction.
• Considers the business implications of the application of technology to the current business environment.
• Proficient with Microsoft Word, Excel, PPT, and Visio.

Additional information:

• Employment Type: Full-time - Temporary (7 months)
• Schedule Monday to Friday 7AM to 5PM PT
• Please, submit your CV in English