Client Success Manager Lead – BizApps Managed Services (Microsoft Dynamics 365 BC/F&O/CE, NetSu[...]

BDO Canada; Halifax; Sur place; CAD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Competitive total cash compensation

Comprehensive benefits from day one

Flexible personal time-off policy

Well-being support

Flexible work arrangements

Résumé du poste

BDO Canada in Halifax is seeking a Client Success Manager Lead to drive client success strategy across Microsoft Business Applications. You will oversee governance and delivery excellence while mentoring a team of Client Success Managers.

The ideal candidate will have 8–12 years of experience in client success or technology consulting, strong project management skills, and previous team management experience. Flexible work arrangements and comprehensive benefits are offered.

Qualifications

• 8–12+ years of experience in Client Success or Technology consulting leadership.
• Experience managing a team and multiple client portfolios (25+ clients).
• Strong project/program management and managed services delivery background.

Responsabilités

• Lead client success strategy and governance across Microsoft Business Applications.
• Establish governance frameworks for delivery and manage client portfolios.
• Drive operational excellence and continuous improvement initiatives.

Connaissances

Client Success / Customer Success

Technology consulting

Project management

Stakeholder management

Financial acumen

Formation

Bachelor’s degree in Information Technology, Business, Engineering or a related field

Outils

Microsoft Dynamics 365

Power Platform

NetSuite

Description du poste

Putting people first, every day
BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award‑winning environment that fosters a people‑first culture with a high priority on your personal and professional growth.

Your Opportunity

As a Client Success Manager Lead (BizApps Governance Lead), you will be responsible for leading client success strategy, governance, and delivery excellence across a portfolio of Microsoft Business Applications (Dynamics 365, Power Platform, NetSuite) engagements. This role combines strategic client advisory, portfolio governance, delivery oversight, and people leadership to ensure clients realize measurable business value while maintaining high standards of operational excellence, compliance, and continuous improvement. You will act as a trusted advisor to senior client stakeholders, while also establishing governance frameworks, coaching Client Success Managers, and driving consistency in delivery practices.

Key Responsibilities

• Client Success Strategy & Executive Advisory
  • Serve as a strategic partner to executive stakeholders, aligning BizApps solutions with business objectives and transformation goals
  • Translate client business priorities into roadmaps, success plans, and measurable outcomes
  • Lead Executive Business Reviews to communicate value realization, ROI, and strategic direction
  • Build and maintain trusted, long‑term client relationships to drive retention and expansion
  • Identify opportunities for account growth, innovation, and additional services
• Governance & Delivery Oversight (BizApps Focus)
  • Establish and enforce governance frameworks for BizApps delivery, including:
    • Portfolio governance
    • Risk and issue management
    • Change control
    • Quality assurance standards
  • Ensure alignment with industry frameworks such as ITIL, Agile, DevOps
  • Oversee end‑to‑end delivery lifecycle from implementation through managed services transition
  • Act as an escalation point for critical client and delivery issues
  • Drive standardization of tools, templates, and best practices across engagements
• Portfolio & Financial Management
  • Own a portfolio of strategic accounts, ensuring delivery against scope, timelines, and budgets, SLA and KPI compliance across engagements
  • Lead resource planning and capacity management across projects and managed services
  • Oversee financial performance, including forecasting, margins, billing, and renewals
  • Manage contracting, SOWs, and change requests
  • Balance business value, technical constraints, and client priorities in decision‑making
• Leadership & Team Development
  • Lead, mentor, and coach a team of Client Success Managers and delivery leads
  • Foster a culture of accountability, collaboration, and continuous improvement
  • Define roles, responsibilities, and team structures to support scalable delivery
  • Provide guidance on complex client scenarios, escalations, and negotiations
  • Support talent development through training, feedback, and career growth planning
• Operational Excellence & Continuous Improvement
  • Drive adoption of standard operating procedures, governance models, and delivery methodologies
  • Champion continuous improvement initiatives, identifying opportunities to optimize processes and tools
  • Ensure consistent use of Agile, waterfall delivery practices, and ITIL processes (incident, problem, change, release)
  • Promote innovation and thought leadership in BizApps and client success practices
  • Leverage data and insights to improve client satisfaction and delivery performance
• Performance Management & Reporting
  • Define and track portfolio‑level KPIs, including customer satisfaction (CSAT/NPS), SLA compliance, delivery predictability, and financial performance
  • Provide regular reporting and insights to internal leadership and clients
  • Ensure proactive risk identification and mitigation strategies
  • Maintain governance artifacts such as status reports, risk logs, and dashboards

How do we define success for your role?

• Demonstrate BDO's core values through all aspects of your work: Integrity, Respect, and Collaboration
• Understand your client’s industry, challenges, and opportunities; be described as positive, professional, and delivering high quality work
• Identify, recommend, and focus on effective service delivery to your clients
• Share in an inclusive and engaging work environment that develops, retains, and attracts talent
• Actively participate in adopting digital tools and strategies to drive an innovative workplace
• Grow your expertise through learning and professional development

Core Requirements

• 8–12+ years of experience in:
  • Client Success / Customer Success
  • Technology consulting or delivery leadership
  • ERP/CRM (Microsoft or Oracle preferred)
• Experience and product knowledge of Microsoft Dynamics 365 (F&O, CE, Business Central) and/or Power Platform and/or NetSuite is required
• Previous experience managing a team of direct reports, including mentoring/coaching, assigning work, and performance management
• Proven experience managing multiple (25+) client portfolios and senior stakeholders
• Strong background in project/program management and managed services delivery

Leadership & Business Skills

• Demonstrated ability to lead and scale high‑performing teams, influence executive stakeholders, and drive strategic client outcomes
• Strong financial acumen (P&L, forecasting, margin management)
• Exceptional communication, negotiation, and stakeholder management skills

Education & Certifications

• Bachelor’s degree in Information Technology, Business, Engineering or a related field
• Preferred certifications:
  • PMP, Agile (CSM/SAFe), ITIL
  • Microsoft certifications (Dynamics 365 / Power Platform)
  • Oracle certifications (NetSuite)

Benefits

• Competitive total cash compensation with performance‑based incentives
• Comprehensive benefits from day one and a flexible personal time‑off policy
• Well‑being support and reimbursement for wellness initiatives that fit your lifestyle
• Access to a collaborative, inclusive environment where ideas are valued and professional growth is supported
• Flexible work arrangements: a blended approach that balances office, client site, and virtual work