Client Success Manager

2 months ago

Toronto, Ontario, Canada Long View Systems Full time
About the Role

We are seeking a highly skilled and experienced Manager, Client Success to join our team at Long View Systems. As a key member of our organization, you will be responsible for overseeing the service delivery team to ensure the success of our enterprise clients.

Key Responsibilities
  • People
  • Work with the service delivery team to ensure service delivery meets the expectations of our enterprise clients
  • Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed
  • Work with the recruitment team to create accurate job requirements and collaborate throughout the hiring process to achieve successful and high-quality hires
  • Ensure that new team members are properly on-boarded and role expectations are clearly understood
  • Remove barriers and roadblocks to help team members complete their work
  • Facilitate a constructive and supportive quarterly Career Life Planning (CLP) experience
  • Act as the owner of the change and escalation processes, ensuring high levels of performance, reporting accuracy and establishing delivery improvement activities when required
  • Business
  • Ensure accurate forecasting
  • Attention to and tracking of timesheets, vacation requests, and training
  • Consistent, effective reporting on your business
  • Manage your team's utilization and work with the resource management team to meet current project resource demands and plan for future growth in client projects
  • Act as a Long View ambassador, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
  • Drive solution innovation within your team aligned to client and market demands
  • Clients
  • Effective engagement with Account Teams to support client requirements
  • Point of escalation for clients
  • Establish and maintain strong relationships with key clients in order to understand their business and how to best support them
Requirements
  • 15+ years of professional experience in a consulting or professional services environment, with 10 of those years being in a managerial role that included full financial accountability
  • Proven experience in leading IT professional services delivery: business transformation, security, and cloud adoption across all major public cloud providers
  • An understanding of Agile projects, Server Infrastructure, Modern Work and End User computing, and enterprise architecture frameworks (TOGAF, Zachman)
  • 10 years of experience working within ITIL Frameworks
  • Exceptional leadership with proven ability to lead large teams and the willingness to mentor junior staff
  • Strong financial acumen, with experience managing complex budgets in excess of $8MM annually
  • Passionate about customer satisfaction and service improvement
Why Work at Long View Systems?
  • Great people and culture
  • Interesting work – Be part of exciting projects while accessing all the latest technologies
  • Flexible environment – A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness
  • Fun is one of our core values

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