Client Delivery Manager

Position Overview

We are seeking a Client Delivery Manager located in the United States, who will be instrumental in fortifying client relationships and ensuring the effective delivery of technology and managed services solutions. This role combines strategic account management with IT service expertise and business consulting to achieve impactful client results.

Key Responsibilities

• Serve as the main liaison for assigned clients, overseeing strategic relationships, service delivery outcomes, and opportunities for account expansion.
• Build and nurture relationships with critical client stakeholders to understand their business goals, challenges, and desired outcomes.
• Identify client pain points and align service offerings to deliver measurable business value and enhanced results.
• Lead customer success programs in collaboration with internal teams to resolve complex issues and surpass client expectations.
• Enhance product and service adoption to optimize client utilization and satisfaction.
• Promote industry best practices within customer environments to boost performance and satisfaction.
• Track and improve customer health metrics such as engagement, satisfaction, advocacy, and retention.
• Oversee contract performance alongside financial responsibilities, identifying opportunities to enhance profitability and annual growth.
• Recognize and support account expansion and revenue growth initiatives.
• Lead contract renewal processes by demonstrating value and maintaining robust customer partnerships.
• Manage onboarding processes to ensure seamless implementation and adoption of services.
• Facilitate training, enablement, and advocacy activities for clients.
• Handle escalations efficiently by coordinating necessary resources for timely resolution.
• Utilize platforms like ServiceNow and CustomerGauge to monitor service delivery and client engagement.
• Track critical KPIs including Net Promoter Score (NPS), Customer Satisfaction (CSAT), retention, account engagement, and revenue performance.

Candidate Requirements

• A minimum of 5 years’ experience in digital customer delivery, client success, account management, or equivalent customer-facing technology roles.
• Preferred experience within managed services environments.
• Solid knowledge of ITIL/ITSM principles and practical application in service delivery.
• Strong business insight, including financial literacy and experience handling customer value or profit and loss responsibilities.
• Proficiency with customer relationship management, business operations, change management, process enhancement, and project administration.
• Capability to define project scopes, manage timelines, monitor milestones, and document processes clearly.
• Experience with risk identification, escalation management, and fostering continuous improvements.
• Familiarity with tools such as ServiceNow or other customer experience platforms.
• Excellent collaboration skills to work effectively with both clients and internal teams.
• A customer-focused attitude with proactive problem-solving and relationship-building skills.
• Results-driven approach demonstrating ownership, accountability, and initiative.
• Comfort with digital technologies, including awareness of AI concepts and workflow optimization.
• Strong listening abilities to comprehend client needs and translate them into actionable strategies.
• Adaptability with a continuous learning mindset.
• A Bachelor’s degree in a relevant discipline or equivalent professional experience is preferred.
• Certifications such as ITIL, Lean Six Sigma, Agile, or related credentials are advantageous.

Benefits and Work Environment

• Competitive remuneration based on qualifications, experience, location, and prevailing market standards.
• Flexible work arrangements allowing remote or hybrid schedules, with travel to client locations when necessary.
• Opportunity to establish strategic partnerships with large enterprise clients influencing customer success outcomes.
• Work collaboratively within cross-functional teams including various technology specialists.
• Professional growth prospects and continual learning opportunities.
• Exposure to modern IT service management practices, digital transformation efforts, and cutting-edge technologies.
• Chance to contribute to business growth through customer retention and expansion strategies.
• A supportive culture emphasizing teamwork, accountability, innovation, and ongoing improvement.