Client Success Manager

Pittsburgh Tomorrow; Pittsburgh (Allegheny County); On-site; USD 90,000 - 140,000; Full time

Job summary

Encore Talent Solutions seeks an experienced Client Success Program Manager to lead complex IT projects, coordinate service delivery, and ensure successful outcomes across strategic client engagements.

The role combines IT Project Management, Program Management, and Service Delivery Management to oversee multi-site initiatives, vendor coordination, and ongoing client satisfaction, driving operational excellence without traditional sales responsibilities.

Qualifications

• 5+ years in IT project/program management or managed services.
• Experience leading complex IT initiatives with multiple stakeholders.
• Strong governance, reporting, and customer advocacy skills.
• Exposure to multi-site deployments and vendor management.
• Proficiency with PSA tools like Salesforce or equivalent.

Responsibilities

• Lead and manage complex IT projects and client engagements involving multiple teams, technologies, vendors, and workstreams.
• Oversee project scope, schedules, budgets, resources, milestones, deliverables, risks, and dependencies.
• Develop and maintain project plans, status reports, risk registers, action items, and governance documentation.
• Identify potential delivery challenges and drive timely issue resolution.
• Coordinate governance meetings, status updates, and program reviews.
• Coordinate transitions from project implementation to ongoing service delivery and hypercare.

Skills

IT Project Management

Program Management

Client Success

Service Delivery

Stakeholder Management

Budget & Finance

Tools

Salesforce

PSA Platforms

Microsoft Project

Reporting Platforms

Job description

Summary

Client Success Program Manager – IT Services & Project Delivery

Position Overview

Encore Talent Solutions is seeking an experienced Client Success Program Manager to lead complex IT projects, coordinate service delivery, and ensure successful outcomes across strategic client engagements.

This position combines IT Project Management, Program Management, Client Success, and Service Delivery Management to oversee multiple technology initiatives, operational workstreams, third‑party vendors, and managed services engagements.

The ideal candidate is a proactive, highly organized professional who can manage competing priorities, anticipate delivery challenges, drive accountability across technical teams, and maintain strong client relationships.

This is a hands-on project and program leadership position requiring the ability to manage multiple initiatives simultaneously while ensuring alignment between client expectations, contractual commitments, project milestones, budgets, and ongoing service delivery.

This is not a sales or traditional Account Management role. The primary focus is successful project execution, service coordination, client satisfaction, and operational excellence.

Key Responsibilities

IT Project & Program Management

• Lead and manage complex IT projects and client engagements involving multiple teams, technologies, vendors, and workstreams.
• Oversee project scope, schedules, budgets, resources, milestones, deliverables, risks, and dependencies.
• Develop and maintain project plans, status reports, risk registers, action items, and governance documentation.
• Proactively identify potential delivery challenges, anticipate next steps, and drive timely issue resolution.
• Manage multiple concurrent initiatives while continuously evaluating priorities, deadlines, and resource requirements.
• Facilitate project meetings, executive status updates, steering committees, and program reviews.

Client Success & Stakeholder Management

• Serve as the primary client-facing point of coordination for assigned projects and strategic engagements.
• Build trusted relationships with client stakeholders through proactive communication, accountability, and consistent follow-through.
• Translate client objectives and contractual commitments into actionable project plans and measurable outcomes.
• Maintain visibility into overall client satisfaction, service quality, delivery performance, and engagement health.
• Communicate project progress, risks, escalations, decisions, and operational changes to clients and internal leadership.
• Identify service gaps and improvement opportunities, coordinating corrective actions across appropriate teams.

IT Service Delivery & Cross-Functional Coordination

• Coordinate delivery activities across infrastructure, networking, cybersecurity, managed services, IT operations, engineering, and third‑party service providers.
• Drive accountability across technical and operational teams without direct management authority.
• Support complex, multi‑site technology deployments and integrated service engagements.
• Lead service delivery reviews and ensure identified action items have clear owners, deadlines, and expected outcomes.
• Coordinate transitions from project implementation to hypercare, ongoing support, and managed services.
• Ensure operational readiness through documented support procedures, knowledge transfer, escalation paths, and service ownership.

Financial Oversight & Operational Governance

• Monitor project budgets, financial forecasts, resource utilization, and delivery performance.
• Coordinate invoicing inputs and financial reporting with Finance, Service Operations, and delivery leadership.
• Identify financial variances, scope changes, and potential delivery impacts.
• Maintain accurate project documentation and reporting to support operational and financial accountability.
• Promote consistent project governance, process improvement, and service delivery best practices.

Required Qualifications

• 5+ years of experience in IT Project Management, Program Management, Client Success, IT Service Delivery, Professional Services, or Managed Services.
• Demonstrated experience managing complex IT projects involving multiple stakeholders, technical teams, vendors, and concurrent workstreams.
• Strong understanding of project management methodologies, governance, project lifecycles, and IT service delivery processes.
• Proven ability to manage scope, schedules, budgets, milestones, resources, risks, issues, dependencies, changes, reporting, and stakeholder communication.
• Strong organizational, documentation, facilitation, executive communication, relationship management, problem-solving, and client advocacy skills.
• Ability to coordinate and influence technical, operational, delivery, third‑party, and leadership stakeholders without direct reporting authority.
• Strong business and financial awareness, including project budgets, invoicing inputs, scope changes, forecasts, financial attainment, and service‑related financial information.
• General working knowledge of professional and managed service environments, including network and wireless, infrastructure, security, collaboration, service desk, NOC or ITOC, workspace and on‑site IT, data protection, compute and storage, data and AI, or related technology services.
• Experience with Salesforce, professional services automation platforms, project portfolio management tools, Microsoft Project, or reporting platforms is preferred.
• Experience coordinating project-to-managed-service transitions, multi-site infrastructure initiatives, third‑party providers, subcontractors, or complex client environments is preferred.
• Ability and willingness to travel, work from client locations when necessary, support critical activities outside normal business hours, and maintain required vendor certifications.

Success Measures

• Client objectives, contractual commitments, project execution, service activities, and managed service outcomes remain visible and aligned.
• Projects are managed consistently through defined scope, schedules, milestones, budgets, risks, issues, dependencies, changes, and reporting practices.
• Clients receive clear, timely, accurate, and consistent communication across projects, services, risks, decisions, changes, and operational activities.
• Internal teams and client stakeholders maintain shared understanding of responsibilities, priorities, commitments, ownership, and next steps.
• Risks, issues, service gaps, and dependencies are identified early, assigned appropriately, communicated clearly, and managed through resolution.
• Project-to-managed-service transitions are organized, documented, and completed with clear operational readiness, support boundaries, ownership, escalation paths, and governance.
• Monthly invoicing and financial handoffs are supported by complete, accurate, and timely project and service-Client and internal stakeholders view the role as organized, proactive, credible, responsive, and effective at maintaining alignment across complex work.