Client Delivery Manager

Jobtailor; Holland (MO); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a Senior Client Delivery Manager to build strategic relationships with key client stakeholders, identify pain points, and ensure value realization from contracted services. You will drive product adoption, customer satisfaction, account health, renewals, onboarding, and enablement while coordinating across Thrive resources and internal teams to resolve escalations promptly.

This is a leadership role requiring 5+ years in digital client delivery and a proven ability to manage

Qualifications

• 5+ years of digital experience as a Client Delivery Manager; Managed Services experience is a plus.
• Strong business acumen; financial/P&L acumen is a plus.
• ITIL/ITSM, Lean Six Sigma, and other relevant certifications.
• College degree in a related field preferred, or commensurate work experience.
• Ability to work with and across functional teams; proactive and collaborative.

Responsibilities

• Build strategic relationships with key client stakeholders
• Identify client pain points and desired outcomes affected by contracted services
• Provide measurable customer value realization
• Solve complex customer problems by partnering with Thrive resources
• Help customers optimize utilization of products and services
• Ensure best-practice adoption across customer environments
• Drive product adoption, customer satisfaction, account health, advocacy, and referenceability
• Manage contract P&L and improve year-over-year performance
• Identify account expansion opportunities and grow revenue
• Prepare and drive successful contract renewals
• Manage customer onboarding activities
• Facilitate training and enablement
• Drive customer advocacy initiatives
• Manage and resolve escalations promptly
• Serve as the primary point of contact for assigned accounts and ensure clients realize full value from contracted services

Skills

Customer Relationship Management

Project Management

Process Improvement

Risk Management

Agile Methodology

Basic AI Principles

Workflow Principles

Learning Agility

Active Listening

Education

ITIL Certification

ITSM Certification

Lean Six Sigma Certification

Tools

Agile Methodology

Lean Six Sigma

Basic AI Principles

Workflow Principles

Job description

• Build strategic relationships with key client stakeholders


• Identify client pain points and desired outcomes affected by contracted services


• Provide measurable customer value realization


• Solve complex customer problems by partnering with Thrive resources


• Help customers optimize utilization of products and services


• Ensure best-practice adoption across customer environments


• Drive product adoption, customer satisfaction, account health, advocacy, and referenceability


• Manage contract P&L and improve year-over-year performance


• Identify account expansion opportunities and grow revenue


• Prepare and drive successful contract renewals


• Manage customer onboarding activities


• Facilitate training and enablement


• Drive customer advocacy initiatives


• Manage and resolve escalations promptly


• Serve as the primary point of contact for assigned accounts and ensure clients realize full value from contracted services

Requirements

• Customer relationship management


• Business operations


• End-to-end change management


• Process improvement


• Project management, including scoping, planning, milestone tracking, and documentation


• Risk management


• Customer-centric and proactive approach


• Ability to work with and across functional teams


• Accountability as customer advocate and Thrive business owner


• Basic AI and workflow principles


• Active listening


• Learning agility


• 5+ years of digital experience as a Client Delivery Manager; Managed Services experience is a plus


• Strong general business acumen; financial/P&L acumen is a plus


• ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications


• College degree in a related field preferred, or commensurate work experience


• General understanding of technology and managed services


• Agile methodology and Six Sigma are helpful


• Willingness to learn, continuously improve, and take initiative

Core Competencies

Demonstrates expertise in customer relationship management, project management, and process improvement to drive customer satisfaction and account growth. Proficient in managing contract P&L and facilitating training and enablement for optimal product utilization.

Highest-signal resume keywords

• Customer Relationship Management


• Project Management


• Process Improvement


• Risk Management


• ITIL/ITSM Certification

Hard Skills

• Change Management


• Account Expansion


• Contract Renewal Management


• Customer Onboarding


• Financial Acumen

Soft Skills

• Active Listening


• Customer-Centric Approach


• Learning Agility


• Proactive Problem Solving


• Accountability

Certifications & Qualifications

• ITIL Certification


• ITSM Certification


• Lean Six Sigma Certification

Industry Keywords

• Managed Services


• Digital Experience


• Customer Advocacy


• Contract P&L Management


• Customer Satisfaction

Tools & Technologies

• Agile Methodology


• Lean Six Sigma


• Basic AI Principles


• Workflow Principles