Director, Client Delivery

Position Summary

The Director, Client Delivery is responsible for overseeing overall delivery/implementation success of multiple client portfolios. The Client Delivery Lead is responsible for leading multiple teams concurrently and has accountability for a successful and on-time delivery. This includes managing the P&L for the portfolio, timely reporting of project status, managing client escalations and addressing potential issues and risks that may impact project deliverables.

About Us

Join a team where we encourage creativity and innovation, champion teamwork and are committed to being the best. In this environment we strive to provide our clients best-in-class solutions that transform business processes and empower sales across all insurance, retirement and investment products.

Hexure, started with a simple goal: transform the insurance and financial services industry through powerful end-to-end sales solutions. For more than 25 years, carriers and distributors have depended on our commitment to innovation, speed to market delivery and deep domain expertise. Our solutions have been implemented within industry-leading insurance carriers and distribution firms. And our track record of empowering client success speaks for itself.

Together as a team, we strive to provide our clients best-in-class solutions that transform business processes and empower sales across all insurance, retirement and investment products. We endeavor to cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better solutions for our clients.

Why you’ll love working here:

• Generous benefit packages - We offer our employees competitive health insurance options, including medical, dental, and vision plans, as well as long term and short-term disability insurance.
• Pre-tax savings programs including flexible spending accounts, and a 401K that is competitively matched!
• Lifestyle Spending Account. This provides an employee the flexibility to spend benefit dollars on the things that matter most to them.
• Flexible Paid Time Off (PTO). Work-life balance is a key part of our company culture here at Hexure, and we know that our employees do their best work when they can take the time they need to rest and recharge.
• Office Closures – Inclusion and Diversity are integral to enhancing our culture. In support of this, we offer 6 companywide office closures and encourage all employees to use flexible PTO to celebrate religious or cultural holidays, employee birthdays, or other state or federal holidays that bring personal meaning.
• In addition to all the standard PTO options, Hexure proudly offers a generous and progressive paid Modern Family Leave policy.
• Professional Development - Hexure supports you and your professional development with a LinkedIn learning account.
• We also have employee anniversary perks, health, and wellness programs, and much more!
• Most benefits are effective on date of hire!

Deliverables and Performance Measures:

• Act as the primary point of contact for assigned client portfolio; fostering strong relationships, understanding their business needs, managing change management requests, and delivering solutions in a timely manner.
• Manage teams consisting of Project Managers, Business Analysts and Configuration Analysts to deliver client implementations of a SaaS platform.
• Allocate and manage resources efficiently to meet project timelines and client expectations.
• Accountable for the end-to-end project implementation, ensuring timely and successful delivery of Hexure solutions to clients.
• Proactively identify and resolve issues during the implementation phase, ensuring client satisfaction and project success.
• Work closely with internal teams such as Sales, Product, and Support to coordinate efforts and address client implementation needs effectively.
• Keep stakeholders informed of project progress, milestones, and any potential risks or opportunities.
• Identify opportunities for process enhancements, automation, and efficiency gains to improve overall delivery capabilities; support practice development to drive continuous improvement and consistency in delivery.
• Identify upsell and cross-sell opportunities for sales.
• Serve as a client advocate within the organization, providing feedback and insights to drive product and service improvements.
• Responsible for meeting specific margin targets for client portfolio.
• Manage overall metrics for client portfolio with a focus on margin, revenue, leakage and identify ways to improve quality.
• Work in partnership with Strategic Account Manager/Sales to:
• Collaborate with clients to understand their long-term goals and align software implementations with their strategic objectives.

What will make you successful:

• Project Management Professional (PMP), preferred.
• Experience managing the performance of a team of Project Managers and Business Analysts.
• Experience in successfully leading SaaS based projects and programs to on-time, on-schedule and within budget.
• Experience leading, motivating and managing various project team sizes, including internal and external resources, while holding team accountable for performance.
• Senior Delivery Lead- 7+ years of Project Management / Delivery Lead experience in the implementation of insurance (Life, Annuity) and/or financial SaaS solutions.
• Delivery Lead - 3+ years of Project Management / Delivery Lead experience in the implementation of SaaS solutions.
• Bonus for experience in insurance (Life, Annuity, P&C) and/or financial software applications
• Demonstrated experience managing a client portfolio.
• Demonstrated experience of performance managing a team of project managers and business solution analysts.
• Demonstrated experience working both independently and in a team-oriented, collaborative environment.
• Excellent leadership, communication (written, verbal and presentation) and interpersonal skills.
• Superior skills in Microsoft applications including Teams, Word, Excel, PowerPoint and Outlook.
• Exceptional organizational skills.
• Team-building skills with technical and non-technical staff.
• Flexible with proven ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
• Experience with project and resource management solutions such as Microsoft Project and OpenAir (preferred).

Core Values:

• Courage: At Hexure we bravely tackle challenging tasks by speaking up and taking the first step. We are looking for candidates who are not afraid to take on new tasks and ask for help when needed.
• Accountable: We take ownership of our impact on colleagues, customers and community. We are looking for candidates who understand the impact of their words, work, and actions, striving to ensure that goals and objectives are met with integrity, while leveraging their influence to enhance the lives of colleagues and customers.
• Resilient: We swiftly recover from setbacks by maintaining a solution-oriented mindset, staying focused and continuously seeking improvement. We are searching for candidates who exhibit strong resilience, showing the ability to bounce back quickly from adversity, embrace challenges with a positive attitude, and consistently drive towards overcoming obstacles.
• Inquisitive: At Hexure we seek innovative solutions and constantly challenge the status quo. We are seeking candidates who demonstrate a natural curiosity, actively ask questions, pursue new knowledge, and eagerly explore uncharted territories to drive innovation
• Nimble: We are flexible and adaptable. We are seeking candidates who can quickly adjust to changing circumstances, embrace new challenges with ease, and effectively navigate dynamic environments
• Growth: At Hexure we commit to nurturing the growth and development of our employees, business and communities. We are seeking candidates who will match our enthusiasm for continued growth.

Where We See This Role Going:

We are committed to being a driving force in the innovation of the insurance market and that means that we help our employees stay on top of current trends and technologies, and progress within our company. This position can move into the following roles.

• VP Client Delivery

Expected hours of Work:

This is a full-time position with regular office hours Monday through Friday.

This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties as requested.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee must possess the skills, aptitudes and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.