Business Information Group

Manager

• Own and coordinate the end-to-end statement of work (SOW) workflow from initial request through final client delivery
• Gather requirements with sales team members and/or clients and understand required services and scope
• Support SOW and contract review discussions with clients, Sales, and internal stakeholders
• Partner with Engineering, Security, Development, Consulting, Project Management, Operations, and Sales to translate technical requirements into service deliverables, scope, and labor-hour estimates
• Analyze project requirements and scope to ensure realistic estimates based on industry standards
• Draft SOWs using standard estimating tools, templates, and pre-approved clauses
• Assess technical and operational risks, including data security, system downtime liabilities, and data validation
• Coordinate client-requested MSA and SOW changes, including redline review, escalation, and approved-response communication
• Secure required internal signoffs before contract execution
• Conduct post-project reviews to evaluate estimation performance
• Maintain executed SOWs and MSAs for active and historical contracts
• Maintain and update standard SOW templates and clause library
• Help define a structured estimating process that improves scoping consistency, speed, and efficiency
• Support delivery teams by clarifying SOW scope, deliverables, assumptions, and contractual requirements during project execution
• Build and maintain cross-departmental relationships supporting timely scoping, review, and contract execution

Estimating & Contract Manager

Customer Success Manager

• Lead post-sales client success strategy and manage the client success team and operations
• Optimize internal processes, data analytics, and technology stacks
• Drive client retention, revenue growth through long-term service engagements, and efficient scaling
• Develop and execute client engagement strategies across the client lifecycle
• Establish and maintain client success playbooks, processes, and operating rhythms
• Lead monthly, quarterly, and annual client business reviews
• Assess client priorities, review outcomes, identify risks, and uncover expanded engagement opportunities
• Partner with sales, delivery, operations, and technical teams to align resources with client goals
• Monitor client health, retention trends, NPS, ARR, renewal activity, and other KPIs
• Translate client feedback, data insights, and service trends into actionable recommendations
• Manage high-priority client relationships and escalations
• Coordinate internal action plans and drive timely resolution of concerns or roadblocks
• Support client expansion and renewal efforts
• Identify opportunities to deepen partnerships and increase service adoption
• Set goals, provide feedback, and conduct performance evaluations for direct reports
• Coach, mentor, and support employee development
• Foster an inclusive, high-performing team culture
• Address performance and conduct issues
• Ensure compliance with company policies in partnership with HR
• Assist with interviewing, selection, workforce planning, onboarding, and training

Estimating & Contract Manager

Client Success Operations Manager