Client Success Manager

Encore Talent; Cincinnati (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Helloencore is seeking a senior-level Client Success Manager to act as the central point of oversight and strategic guidance for key accounts. This role focuses on service delivery and ensuring the contracted value is realized across multiple teams.

You will align internal and external stakeholders, drive service delivery reviews, and translate outcomes into actionable improvements. Travel may be required to meet project needs, and you’ll operate with autonomy to keep the bigger picture in view.

Qualifications

• Bachelor’s degree in CS/IT/Business desirable; 5+ years in service delivery or IT operations.
• Experience managing complex, strategic accounts and quick ramp-up.
• Strong IT services knowledge and cross-domain coordination.

Responsibilities

• Oversee account activities across multiple business units to ensure aligned delivery.
• Advocate for both internal teams and customers to meet contracted value.
• Lead service delivery reviews and turn outcomes into actionable improvements.
• Drive continuous improvement across the account.
• Provide strategic input to account teams while coordinating with SMEs.
• Share information across teams to maintain delivery coordination.

Skills

Stakeholder management

Communication skills

Strategic coordination

Autonomy

Education

Bachelor’s degree in CS/IT/Business

Tools

Salesforce

Job description

Position Summary

We are an IT services company delivering professional and managed services across a broad technology portfolio. We’re looking fora senior-level Client Success Manager to serve as the central point of oversight and strategic guidance for some of our mostimportant accounts.

This is a service delivery and strategic role, not an account management or sales role. You won’t own a quota or chase new business,and you won’t directly manage the teams delivering the work. Instead, you’ll be the connective tissue across our business units —making sure every team supporting an account is aligned, that we’re delivering the value we’ve contracted to provide, and that both internal and external stakeholders have a single, trusted partner keeping the bigger picture in view.

Because you’ll be stepping into established, high-value accounts, we need someone experienced who can hit the ground running with minimal ramp-up.

Responsibilities

• Provide oversight across all activity within an account, coordinating the multiple business units and service lines involved so everyone is working in tandem
• Act as a trusted advocate for both internal teams and the customer, ensuring we deliver on what we’re contracted to provide
• Lead service delivery reviews and translate the outcomes into clear actions and improvements
• Drive continuous improvement efforts across the account
• Provide strategic input to account teams and internal team members, guiding decisions and keeping work aligned to the customer’s goals
• Surface and share information across teams so that delivery stays coordinated and nothing falls through the cracks
• Partner with subject matter experts — you’ll set direction and frame the conversation while relying on SMEs for deep technical detail

Qualifications

• Bachelor’s degree in computer science, Information Technology, Business Administration, or related field is desirable, and proven experience (5+ years) in a service delivery, service delivery management, or IT operations role within an IT services or managed services environment
• A track record of managing complex, strategic accounts and stepping into them quickly and confidently
• Strong grasp of the IT services landscape — enough to speak intelligently across domains and coordinate effectively, without needing to be the technical expert in each area
• Excellent stakeholder management and communication skills, with the ability to influence and guide teams you don’t directly manage
• Strong organizational and operational discipline across reviews, reporting, invoicing, and improvement initiatives
• Comfort operating with autonomy and providing strategic direction without hand holding
• Experience using Salesforce platform preferred

Please note: This role is distinct from account management. We’re looking for service delivery operations and strategic coordinationexperience rather than a primarily sales focused account management background.

Physical Requirements

• Ability to travel as needed for meetings, project oversight, and collaboration with various teams or stakeholders.
• Capacity to move within the office environment to engage with team members, attend meetings, and oversee project activities.
• Willingness and capability to work extended hours when necessary to meet project deadlines or address critical issues.
• Ability to handle the demands of a dynamic work environment that may require flexibility in work hours.

Familiarity With Our Services

You should have a general working knowledge of the kinds of services we deliver. Deep expertise in every area isn’t required, butyou should understand the landscape well enough to coordinate across it and have informed conversations with customers anddelivery teams. Our portfolio includes:

Professional & Managed Services

• Backup/Data Protection
• Collaboration
• Compute/Storage
• Data & AI
• Network/Wireless
• Network/IT Operations Center (NOC / ITOC)
• Infrastructure Managed Services (IMS)
• Security
• Service Desk
• Workspace & on-site IT