Client Delivery Manager

Help some of the world’s leading boards get more from better insight.

BoardOutlook is looking for a Client Delivery Manager to build trusted working relationships with senior clients and ensure they have an exceptional experience using BoardOutlook.

This is a highly client-facing role, but it is not traditional account management. You will work in close partnership with our Account Directors, who own the overall client relationship, account strategy, retention and growth. Your role is to make sure our clients are exceptionally well supported, their work with us is delivered seamlessly, and our Account Directors have the visibility and insight they need to manage and grow their accounts effectively.

You will become an expert in the BoardOutlook platform and how our services are delivered. You will work directly with clients to coordinate and deliver important board and executive processes, understand what is happening within their organisations, identify risks and opportunities, and make sure the right information flows back into the broader client team.

You will also help build the operating infrastructure behind a growing global business. Some processes are mature; others are still being built. We are looking for someone who is equally comfortable delivering an exceptional client experience and rolling up their sleeves to improve the systems, reporting and processes that make that experience scalable.

The role combines client delivery, relationship management, operational execution, data and insight, and process improvement.

The opportunity

You will work directly with senior clients including Chairs, Directors, CEOs, executives and Company Secretaries, building trusted working relationships and becoming a reliable point of contact throughout their work with BoardOutlook.

Alongside our Account Directors, you will develop a strong understanding of each client, their organisation, their priorities and how they use BoardOutlook. While the Account Director remains accountable for the overall account strategy and commercial outcomes, you will play a critical role in giving them the visibility required to manage the relationship effectively.

That might mean identifying an emerging client need through a conversation, researching changes within an organisation, recognising patterns in product usage, surfacing an upcoming opportunity, or making sure important client context is captured and accessible to the broader team.

You will also be responsible for the operational delivery of client processes. Our clients expect a very high standard of execution, which means coordinating multiple moving parts, maintaining accurate information, managing timelines and ensuring commitments and service levels are consistently met.

Internally, you will help us become more scalable. BoardOutlook is growing quickly, and we do not expect you to walk into a perfectly finished operating model. You will help design it. You will improve workflows, build reporting, identify opportunities for automation and develop processes that give the wider business better visibility over client delivery and performance.

What you will be doing

Your responsibilities will include:

• Building trusted working relationships with senior client stakeholders and becoming a highly credible day-to-day partner
• Working closely with Account Directors to deliver an exceptional experience across their client portfolios
• Coordinating client onboarding and the end-to-end delivery of BoardOutlook processes, ensuring timelines, commitments and service levels are met
• Becoming an expert in the BoardOutlook platform and helping clients understand functionality, configuration and best practice
• Developing a strong understanding of each client's organisation, priorities and use of BoardOutlook
• Providing Account Directors with high-quality visibility into client activity, sentiment, risks, needs and potential opportunities
• Conducting client and account research to identify relevant organisational developments, stakeholder changes and other useful account intelligence
• Monitoring engagement, product usage and other client data to identify emerging risks or opportunities
• Ensuring important client information, interactions and activity are accurately captured in HubSpot and other systems
• Managing the operational logistics behind client delivery with exceptional attention to detail
• Building and maintaining reporting that gives the wider business visibility over client delivery, service levels and account activity
• Developing, documenting and continuously improving scalable client delivery processes
• Identifying manual or inefficient workflows and working with the appropriate teams to improve or automate them
• Bringing useful client feedback and insight to Product, Engineering, Sales and other teams
• Helping establish the systems, standards and operating rhythms required to support BoardOutlook as it continues to scale

What we are looking for

You will likely bring around three to five years of experience in client delivery, customer success, account management, consulting, professional services, operations or another sophisticated client-facing environment.

You do not need board or governance experience.

More important is that you can operate comfortably across both clients and operations. You enjoy building relationships and working directly with clients, but you are equally interested in what needs to happen behind the scenes to deliver an exceptional experience consistently.

You will also bring:

• A strong track record of building trusted client relationships
• Confidence working with senior stakeholders
• Excellent written and verbal communication
• Exceptional organisation, follow-through and attention to detail
• Strong judgement and the ability to manage multiple client priorities at once
• An analytical mindset and confidence working with client, operational and product data
• Curiosity about clients and the ability to turn conversations, research and data into useful account insight
• Strong process thinking and an instinct for making complex or manual work simpler
• The ability to build practical processes, workflows and reporting from scratch
• Comfort working in an environment where not every process has already been defined
• Personal accountability and a strong bias towards getting things done
• Strong technology confidence and the ability to learn new systems quickly
• A collaborative approach across Client, Product, Engineering, Sales and Operations

Experience in B2B SaaS, technology, consulting or professional services would be particularly valuable.

We would be especially interested in someone who has experienced both sides of scale: a smaller or fast-growing environment where they have had to build and improve things themselves, and a more established organisation where they have seen what strong systems, processes and operating disciplines look like.

You should enjoy the opportunity to build, not simply maintain. This is not a role where every system and process is already finished. You will have the autonomy and expectation to help make them better.

What success will look like

You will know you are succeeding when:

• Clients trust you and value your involvement
• Client processes are delivered smoothly, accurately and consistently
• Clients receive a high-quality experience regardless of the complexity of the work happening behind the scenes
• Account Directors have a clear and current view of what is happening across their accounts
• Risks, client needs and potential growth opportunities are surfaced early rather than discovered late
• Client information and activity is accurate, current and genuinely useful
• Delivery commitments and service levels are visible and consistently met
• Client and operational data is turned into reporting the wider business can actually use
• Manual processes become simpler, more repeatable and increasingly automated
• The Client team can support materially more clients without compromising quality
• Your contribution helps BoardOutlook build a more scalable operating model as the business grows

Why join BoardOutlook?

I would keep most of the existing section here because it already lands well. The one paragraph I would add is:

This is an opportunity to join BoardOutlook at a point where you can materially shape how we work. We are building for significant growth, which means the systems, processes and operating model that work today will need to evolve quickly. You will have the opportunity to influence that evolution, combining direct exposure to sophisticated clients with meaningful ownership of how we build a world-class client delivery function.

Five values that drive how we work