Client Delivery & Success Team Lead

Symplicity Communications, Inc.; Grand Rapids, Northern (MI, KY); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Symplicity Communications, Inc. is seeking a Client Success Team Manager to lead the teams delivering implementations, client services, and field services in a fast-paced tech environment.

You will align cross-functional operations, manage resource planning, and drive continuous process improvements to ensure a seamless customer delivery lifecycle from kickoff to ongoing support. Strong leadership and communication are essential to foster a high-performing, customer-focused culture.

Qualifications

• 5+ years of progressive experience in customer implementations, telecommunications operations, managed services, or related operational leadership.
• 3+ years of leadership experience managing technical or operational teams.
• Ability to lead cross-functional operations involving multiple departments and competing priorities.
• Strong understanding of project coordination, operational workflows, customer service, and process improvement.
• Excellent coaching, communication, and organizational skills.
• Experience leading operational change and continuous improvement initiatives.
• Strong analytical and problem-solving abilities.

Responsibilities

• Lead the daily operations of the Customer Delivery department, including Implementation, TEM, and Field Services.
• Establish departmental priorities and allocate resources to meet customer commitments.
• Balance workloads across multiple teams while proactively addressing capacity constraints.
• Resolve operational issues and remove obstacles impacting project delivery.
• Provide operational leadership during customer escalations.
• Ensure consistent execution of departmental policies, procedures, and service standards.
• Oversee customer implementations from project kickoff through successful transition to ongoing support.
• Ensure effective coordination between implementation, TEM, and field service activities.
• Monitor project progress, identify risks, and intervene when necessary to maintain customer commitments.
• Ensure customers receive consistent communication throughout the delivery lifecycle.
• Promote a customer-focused culture that emphasizes responsiveness, quality, and accountability.
• Provide coaching, mentoring, performance feedback, and career development.
• Conduct regular Success Conversations and Performance Support activities.
• Support hiring, onboarding, training, succession planning, and workforce development.
• Foster a collaborative, accountable, and continuously improving team culture.
• Partner closely with Sales to ensure effective project handoffs.
• Collaborate with Engineering on customer deployments and technical escalations.
• Partner with the Business Transformation Manager to identify operational improvement opportunities and implement improved workflows.
• Partner with the Sr. Data Insights Analyst to establish meaningful operational reporting and performance metrics.
• Coordinate with vendors, carriers, and external partners when operational issues require management involvement.
• Identify operational bottlenecks and opportunities to improve customer delivery.
• Sponsor process improvement initiatives across implementation, TEM, and field operations.
• Ensure departmental SOPs remain current and consistently followed.
• Promote standardization while allowing flexibility for unique customer requirements.
• Drive continuous improvement initiatives that improve quality, efficiency, and customer experience.
• Monitor departmental KPIs and operational performance.
• Review implementation schedules, backlog, resource utilization, and workload balancing.
• Analyze trends affecting customer delivery and recommend corrective actions.
• Present operational updates, risks, capacity concerns, and improvement opportunities to leadership.
• Ensure accurate operational documentation and reporting.

Skills

Customer implementations

Telecom operations

Project management

Leadership

Cross-functional collaboration

Coaching mentoring

Analytical skills

Education

Bachelor's degree

Job description

Symplicity Communications, Inc. is seeking a Client Success Team Manager to lead the teams delivering implementations, client services, and field services in a fast-paced tech environment.

You will align cross-functional operations, manage resource planning, and drive continuous process improvements to ensure a seamless customer delivery lifecycle from kickoff to ongoing support. Strong leadership and communication are essential to foster a high-performing, customer-focused culture.