CES Client Success Manager (CSM)

DXC Technology; Burnaby; Remote; CAD 80,000 - 120,000; Full time

Job summary

A leading company in IT services is seeking a Client Success Manager to drive revenue growth and manage client relationships. This remote position requires a strong background in account management, strategic planning, and experience in the Healthcare and Consumer Retail industries. The role involves coordinating with various teams, ensuring client satisfaction, and leading delivery excellence.

Qualifications

• 5-7 years in Customer Success, Account Management, or a technical customer-facing role.
• Experience interacting with C-level executives.
• Background in Stakeholder Management and Delivery.

Responsibilities

• Coordinate with Market partners for account planning.
• Manage the pipeline and prepare for contract renewals.
• Lead a virtual team ensuring client satisfaction.

Skills

Strategic planning

Client relationship management

Team leadership

Communication

Interpersonal skills

Education

Bachelor's degree or equivalent experience

Job description

DXC Technology (NYSE: DXC) helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private, and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we.

Client Success Managers (CSMs)

are responsible for delivering revenue growth in one or more client accounts. They serve as the key representatives of the Consulting & Engineering Services (CES) organization for their clients and coordinate all CES activities and personnel within their accounts. CSMs are central to developing and delivering CES strategic objectives and financial goals.

Responsibilities :

Location : Remote with travel to the client as needed. Willingness to travel approximately 50%, depending on client needs.

1. Coordinate with Market partners for account planning, leveraging Industry SMEs.
2. Manage the pipeline, focusing on opportunities under $5M.
3. Prepare for and secure contract renewals.
4. Foster a revenue growth mindset within the CES team for their account.
5. Identify opportunities through horizon scanning and cross-selling CES offerings.
6. Create proactive opportunities with Consulting Partners, Client Technical Leads, Industry SMEs, and Sales teams.
7. Act as the Voice of the Client within CES.
8. Understand the relationship between client goals, internal programs, and technology activities.
9. Expand and maintain relationships with key client stakeholders.
10. Maintain industry expertise, market trends, and awareness of competitors’ activities.
11. Approve deals under $5M.
12. Collaborate with Market partners on accurate revenue and margin forecasting.
13. Ensure all contractual delivery obligations are met.

Lead a virtual team of CES personnel working on their account, ensuring client satisfaction and delivery excellence.

1. Coordinate with delivery teams to meet margins, optimize resource mix, and utilize automation.
2. Ensure delivery of fixed-price projects on time, within scope, and budget.
3. Drive resource speed and efficiency.

Mandatory Skills :

• Bachelor's degree or equivalent experience.
• 5-7 years in Customer Success, Account Management, or a technical customer-facing role.
• Proficiency in strategic planning, client relationship management, and team leadership.
• Experience interacting with C-level executives, including Senior Directors.
• Background in Stakeholder Management, Delivery, and Program Management.
• Experience in Healthcare (HLS) & Consumer Retail (CR) industries.
• Continuous learner with up-to-date industry and technology knowledge.
• Ability to operate independently aligned with company objectives.
• Exceptional communication and interpersonal skills.
• Experience in at least one CES offering area: Apps, SAP, or Data Analytics.
• Experience leading delivery in onsite-offshore models.
• Account management experience with P&L responsibilities.