Role Overview: 

The Client Delivery Lead is responsible for driving delivery excellence across all CXAL projects by leading the Client Engagement and Service Line teams. CXAL’s Account Managers and Service Line leads will report to this critical position. This role supports CXAL’s overall vision, strategy, and financial goals in ensuring high quality and consistent execution of CXAL’s Pathfinder process with clients. 

Key Responsibilities:

· Responsible for ensuring that CXAL’s service lines are effectively integrated into the CXAL client delivery process and focused on building the right tools and processes needed to support CXAL’s clients. 

· Ensures internal CXAL alignment, CXAL staff development and team performance culminating in external client satisfaction. 

· Builds the CXAL delivery strategy and is responsible for analyzing patterns across CXAL’s projects, seeking organic growth opportunities and identifying new business opportunities writ large. 

· Liaises and communicates with customers, CXAL teams, Service Lines, Account Managers, Project Managers and project teams, and serves as a primary point of problem solving should a client issue or internal CXAL delivery issue arise. 

· Overseas overall project administration activities, deliverables and customer communications. This role also serves as a member of the CXAL leadership team. 

· Leads Client Engagement and Service Line teams resulting in delivery of contracted task orders/projects/deliverables/outcomes - on time, within budget and scope – contributing to CXAL’s finances 

· Sets expectations, leads, mentors and provides feedback for Service Lines, Account Managers and project teams

· Contributes to project delivery success by supporting the definition of client outcomes and leveraging their functional expertise

· Reviews work breakdown structure for proposed outcomes and assigned tasks

· Establishes customer intimacy expectations for communications plans (internal/external)

· Provides reports/updates on overall status of projects (issues, delays, risks) to stakeholders and CXAL management

· Identifies opportunities for potential follow-on work, and requests BD team support to get additional BD guidance to develop opportunities

· Coordinates with and ensures Service Lines are appropriately integrated into CXAL projects to optimize project performance

· Responsible for identifying resources needed, management of those resources and allocation-utilization of time on projects and performance reviews

· Involved in customer/partner engagement; communicates, engages, and builds relationships with customer/partners to achieve project effectiveness

· Ensure account managers, project managers and project teams are prepared for customer meetings and appropriate materials are ready 

· Communicate with account managers, project managers and project teams regularly to discuss project status, process improvement/analysis, and solicit feedback on CXAL delivery 

· Identifies and mitigates risks and issues

· Elevates issues outside lane of authority

· Supports CXAL work environment and employee morale by maximizing employee engagement

Requirements:

A bachelor’s degree in business, management, or a related field. Certification in change management preferred

Preferred Requirements:

Active DoD Collateral Security Clearance Preferred; Must Be Eligible to Obtain Clearance. U.S. Citizens. Experience working in the DoD environment is a plus.