Client Delivery Manager
New
Based in the United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementAccount ManagementProcess improvementChange ManagementCustomer SuccessServiceNow
Requirements
- 5+ years of experience in digital customer delivery, client success, account management, or similar technology roles.
- Strong understanding of ITIL/ITSM principles and their application in service delivery environments.
- Strong business acumen, including financial awareness and experience managing customer value or P&L-related responsibilities.
- Experience with customer relationship management, business operations, change management, and process improvement.
- Ability to scope projects, manage timelines, track milestones, and maintain clear documentation.
- Experience identifying risks, managing escalations, and driving continuous improvement.
- Familiarity with ServiceNow, customer experience platforms, or similar technology management tools.
- Digital fluency with an understanding of AI concepts and workflow optimization principles.
- Bachelor’s degree in a related field or equivalent professional experience.
- ITIL, Lean Six Sigma, or Agile certifications are preferred.
- Managed services environment experience is highly preferred.
Responsibilities
- Build and maintain strategic relationships with key client stakeholders to understand business objectives, challenges, and desired outcomes.
- Identify customer pain points and translate service capabilities into measurable business value.
- Drive customer success initiatives and promote best practice adoption across customer environments.
- Monitor and improve customer health metrics, including engagement, satisfaction, advocacy, and retention.
- Manage contract performance and P&L responsibilities while identifying growth and profitability opportunities.
- Manage customer onboarding, escalations, and facilitate training and advocacy programs.
- Use platforms like ServiceNow and CustomerGauge to monitor performance and track key KPIs like NPS and CSAT.
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