Paymentus

Compensation

Full Description

Summary/Objective The Client Delivery Manager plays a key role in ensuring a seamless client experience by coordinating activities, resources, communication, and follow-through across client initiatives. Serving as a central point of coordination between Account Management, Implementations, Product, Technology, and other internal teams, this role helps keep client commitments organized, visible, and moving forward. The Client Delivery Manager is highly organized, proactive, and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment. This role is responsible for managing Change Requests (CRs) through the Paymentus process once they are approved for implementations. This role provides critical execution support by maintaining project change request (CR) visibility, tracking actions and dependencies, coordinating meetings and deliverables, and identifying potential gaps before they impact the client. Essential Functions/ Responsibilities • Coordinate day-to-day activities associated with client change requests (CRs) . • Serve as a coordination point between Account Management,, Implementation, Product, Technology, Operations, other internal stakeholders and external stakeholders including client and their vendors as necessary. • Maintain project trackers, action items, timelines, dependencies, risks, and outstanding decisions. • Ensure all CRs follow standard change (CHG) approval processes for deployment to production environment and ensure clients are kept updated on status • Monitor deliverables and proactively follow up with owners to ensure commitments remain on track. • Coordinate internal and client-facing meetings, including agendas, documentation, action items, and follow-up. • Ensure decisions, requirements, commitments, and next steps are clearly documented and communicated to appropriate stakeholders. • Assist Account Managers, TAMs, TIMs with preparation for client meetings, status updates, CR reviews, and escalations. • Track requests through internal processes and provide visibility into status, ownership, and expected completion dates. • Identify potential delays, resource gaps, conflicting priorities, or other delivery risks and escalate them to the appropriate owner. • Help coordinate handoffs between teams to ensure continuity throughout the client CR lifecycle. • Support the preparation and maintenance of client-facing project documentation and status reporting. • Develop a strong understanding of client objectives, contractual commitments, solutions, and internal processes. • Promote accountability by ensuring actions have clearly identified owners and target dates. • Support continuous improvement by identifying recurring process gaps and opportunities to improve client delivery. • A successful Client Delivery Coordinator creates clarity, consistency, and accountability across the Change Request delivery process. Client and internal stakeholders know what is happening, who owns the next step, when deliverables are expected, and where potential risks exist. Supervisory Responsibility This position does not have any supervisory responsibility or direct reports. Education and Experience • Bachelor’s degree or equivalent combination of education and relevant professional experience. • 2–5 years of experience in project coordination, client services, account management, implementation, operations, or a related field. • Strong organizational and prioritization skills with exceptional attention to detail. • Ability to coordinate multiple concurrent projects and priorities. • Strong written and verbal communication skills. • Demonstrated ability to work effectively across functional teams and organizational levels. • Comfortable following up on commitments and driving accountability without direct authority. • Ability to recognize potential risks and determine when escalation is appropriate. • Strong problem-solving skills and a proactive, solution-oriented approach. • Experience working in technology, fintech, payments, financial services, SaaS, or another complex client-delivery environment preferred. • Experience with the following tools JIRA, Sales Force, Smart Sheets, Confluence Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones. Physical Demands Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times. Must be able to travel. Position Type/Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Friday, during normal business hours. Occasional evening and weekend work may be required as job duties demand. Travel Travel requirement is up to 10%; however, requirements may be greater or less than during certain periods of the year. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. EEO Statement Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to actual or perceived race, creed, color, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, national origin, ancestry, citizenship status, religion, marital status, physical or mental disability, military service or veteran status, genetic information, protected medical condition as defined by applicable state or local law, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, access to facilities and programs and general treatment during employment. Reasonable Accommodation Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others. An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.