Client Success & Service Delivery Lead

MCPc

Erie (Erie County)

On-site

USD 90,000 - 130,000

Full time

3 days ago

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Job summary

MCPC is seeking a Service Delivery Manager in the United States to own day-to-day client relationships and ensure successful service delivery for assigned customers. You will lead customer communications, reviews, reporting, and escalation management while partnering with the Account Manager to align strategy and governance.

You will work with a Service Delivery Coordinator, maintain runbooks, dashboards, and account documentation, and own customer-facing updates.

Qualifications

3 to 5+ years in service delivery, account management, customer success, or related role.
Proven ability to manage customer relationships and lead customer-facing meetings.
Strong escalation management, communication, problem-solving, and follow-up skills.

Responsibilities

Serve as the primary day-to-day relationship owner for assigned customers.
Lead recurring customer meetings, operational reviews, service reviews, and business discussions.
Own and maintain runbooks, SOPs, account notes, trackers, contact lists, decision matrices, and account documentation.
Own recurring reports, dashboards, meeting materials, operational metrics, and customer-facing updates.
Ensure meeting agendas, minutes, action items, owners, due dates, and follow-ups are documented.