Remote Client Delivery Manager: Drive Growth & Value

Thrivenextgen; Woburn (MA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Thrivenextgen seeks a Client Delivery Manager to build strategic relationships with Thrive clients and drive measurable value from contracted services. You will own customer onboarding, enablement, and renewal processes while managing contract P&L and expanding revenue opportunities.

Ideal candidates combine ITIL/ITSM with strong business acumen and a proactive, customer-centric approach to drive adoption, retention, and advocacy across client environments.

Qualifications

• 5+ years of digital experience as a CDM (Managed Services experience a plus).
• Strong general business acumen (financial/P&L acumen a plus).
• ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications.
• College degree preferred in a related field or commensurate work experience.
• General understanding of technology and managed services.

Responsibilities

• Build strategic relationships with key client stakeholders.
• Identify current pain points and desired outcomes affected by services under contract.
• Provide measurable value to the customer (Value Realization).
• Solve complex customer problems by partnering with Thrive resources to meet customer expectations.
• Help customers optimize utilization of existing and available products and/or services.
• Ensure best practice adoption across the customer environment.
• Lead future lifetime value through higher product adoption, customer satisfaction, and overall health scores (including advocacy and reference-ability).
• Manage contract P&L to deliver to expectations and improve year over year.
• Expand revenue in accounts through opportunity identification.
• Prepare and drive successful contract renewals.
• Ideal candidate would have a strong mixture of ITIL and business acumen leaning on ITIL as the foundation.
• Manage customer onboarding activities.
• Facilitate training and enablement.
• Drive customer advocacy initiatives.
• Manage and resolve escalations promptly.

Skills

Customer relationship management

Business operations

Change management

Process improvement

Project management

Risk management

Education

College degree preferred in related field

ITIL/ITSM certification

Lean Six Sigma certification

Tools

ServiceNow Platform

CustomerGauge

Job description

Thrivenextgen seeks a Client Delivery Manager to build strategic relationships with Thrive clients and drive measurable value from contracted services. You will own customer onboarding, enablement, and renewal processes while managing contract P&L and expanding revenue opportunities.

Ideal candidates combine ITIL/ITSM with strong business acumen and a proactive, customer-centric approach to drive adoption, retention, and advocacy across client environments.