Client Delivery Coordinator

This integral role keeps client engagements moving and builds the skills to own a client book as a Client Delivery Manager. This early career client delivery role offers tremendous learning and growth opportunities, is a non-exempt position and is eligible for all company benefits.  

Working in Client Success

The Client Success team is a core group within Drawbridge. Client Success works to provide best-in-class service, visibility, and support to our clients in pursuit of high revenue retention, exceptional client satisfaction, promotion of Drawbridge’s reputation, and expanded client partnerships over time.

Position Overview

The Client Delivery Coordinator keeps client engagements moving. They gather what Drawbridge needs from clients, coordinate the internal work required to deliver it, and ensure continued progress. Working through the books of several Client Delivery Managers, the Client Delivery Coordinator is a visible and reliable presence for clients, and on smaller accounts may be the person clients hear from most often. The role is also a launching point for building the skills needed to become a Client Delivery Manager.

The Client Delivery Coordinator partners closely with Client Delivery Managers, Cybersecurity Consultants, Cybersecurity Solutions, Product, and Technical teams to support successful service delivery and a client experience in which no one is left waiting or wondering.

In This Role You Will Focus on Five Core Areas

Client Communication & Follow-Through

• Contact clients by phone and email to gather requirements, access, documents, and approvals, and follow up persistently until each item is received.
• Communicate on behalf of the assigned Client Delivery Manager so clients experience one consistent team, not multiple voices.
• On smaller accounts, serve as the client’s day-to-day contact for dependencies and status, under the direction of the Client Delivery Manager.
• Participate in client meetings and take notes, action items, and follow-ups.
• Never leave a client message unanswered or a request without an owner and a date.
• Route client questions and concerns to the right person quickly, and pass anything involving risk, severity, or dissatisfaction to the Client Delivery Manager.

Delivery Coordination

• Maintain engagement calendars, milestones, and delivery documentation for assigned accounts.
• Gather client requirements at the start of each engagement and coordinate the internal work needed to fulfill them with Cybersecurity Consultants and Cybersecurity Solutions.
• Track deadlines across multiple Client Delivery Managers’ accounts and raise at-risk dates to the Client Delivery Manager early.
• Track risks, issues, and client dependencies and escalate them before they affect the client.
• Prepare client deliverables and meeting materials accurately and on time.
• Take part in daily stand-ups with the Client Delivery team and surface blockers.

Incident & Due Diligence Support

• Support the Client Delivery Manager when a client reports a security incident, receives a due diligence request from an investor, or receives a regulatory inquiry.
• Help gather information, schedule the right people, and keep records current while the Client Delivery Manager and Cybersecurity Consultants lead.
• Relay status, dates, and logistics only. Questions about risk or severity are passed to the Client Delivery Manager and Cybersecurity Consultant.

Operational Excellence

• Keep engagement data in Salesforce and the Drawbridge Platform accurate and current, so internal records always match what the client has been told.
• Prepare status reports and leadership updates.
• Ensure documentation is complete and audit ready.
• Use and contribute to runbooks for common blocked scenarios.
• Contribute to process improvement initiatives.
• Flag capacity or scheduling conflicts across the Client Delivery team.

Learning & Growth

• Learn Drawbridge’s services, the calendar of events for each, and how engagements move from kickoff to delivery.
• Pass along signs of client dissatisfaction and commercial opportunities to the Client Delivery Manager.
• Build the judgment to know where your expertise ends and bring in the right Drawbridge resource.
• Develop the skills needed to own a book of clients as a Client Delivery Manager.

Success in This Role Is Defined As

• Client requests and messages are acknowledged and followed up promptly.
• Client dependencies are resolved without delay and without straining the relationship.
• Accurate engagement records and documentation that match the most recent client communication.
• Dates at risk are raised early, not after they are missed.
• Positive feedback from clients and from the Client Delivery Managers supported.
• Strong attention to detail and follow-through across many accounts at once.
• Demonstrated growth toward Client Delivery Manager responsibilities.

Job Requirements

You Have

• Bachelor’s degree, preferably in Business, Technology, Cybersecurity, Finance, or a related field.
• 0-2 years of experience in project coordination, client success, professional services, consulting, or service delivery.
• Comfort picking up the phone and following up with clients repeatedly while staying professional and warm.
• Strong organizational and communication skills.
• Ability to manage multiple priorities across several managers’ accounts at the same time.
• Strong attention to detail, accountability, and an ownership mindset.
• Experience working with business systems such as Salesforce or Microsoft Office.
• Desire to develop expertise in client delivery management.

Nice If You Have

• Experience supporting professional services engagements.
• Exposure to cybersecurity, software as a service, consulting, or alternative investments.
• Familiarity with project management methodologies and tools.
• Experience using artificial intelligence tools to improve productivity, such as drafting meeting notes, summarizing client communications, and tracking follow-ups, with sound judgment about client confidentiality.

Our Values

Innovation: As the market leader, Drawbridge draws on its in-depth, collective expertise in its constant effort to innovate both our platform and our approach to service.

Integrity: Our clients and partners lean on us because they know we are trustworthy and honor what we say.

Collaboration: We are here to win, and we only win when we work together across teams.

Diversity: We are inclusive. We honor, respect, and appreciate each other’s differences and perspectives.

Pay Transparency - this position is non-exempt and the range will be between $36.00 per hour and $43.50 per hour.  

About Drawbridge

Drawbridge is an award-winning, premier provider of cybersecurity software and advisory solutions to the asset management industry. Its proprietary platform helps firms exceed and manage their governance, risk, and compliance (GRC) requirements while combatting sophisticated cyber threats and third-party risks. Drawbridge’s platform connects business, compliance, and IT to empower firms to centralize and manage their most robust security programs, improve their risk profile, and raise institutional capital. With a tested team focused on delivering value to 1400+ clients, Drawbridge offers unmatched customer service and flexibility to help businesses proactively manage vulnerabilities, plan for growth, and reduce complexity. At Drawbridge, we are committed to attracting and retaining the best individuals who enjoy working in a dynamic environment.

Our Hiring Process

We want to hire the most qualified individuals. We have designed a multi-step selection process that may include interviews and assessments. We render decisions quickly and we are eager to get to know you.

Affirmative Action and Equal Opportunity Employer

Drawbridge Partners, LLC is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, non-disqualifying physical or mental disability, protected veteran status, or any other legally protected characteristic, in accordance with applicable law. All employment is decided on the basis of qualifications, merit, and business needs.

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