Customer Success Manager, Dynamics 365 Managed Services

Putting people first, every day BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn,

we offer
an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth. Your Opportunity As part of our rapidly expanding Solution Operations (Managed Services) practice, we are seeking an accomplished Customer Success Manager, with substantial experience in leading Microsoft Dynamics 365 Business Central, F&O and/or CE managed services projects. In this role, you will oversee and guide the team responsible for executing new and ongoing engagements and also own a portfolio of assigned clients and their managed services programs. You will coach staff, foster continuous improvement, and monitor and implement best practices to enhance service delivery. This role is for an existing vacancy. Your responsibilities will include building relationships with clients, supporting them in realizing their business objectives, managing their solution operations, managing compliance with SLAs and KPIs, encouraging innovation, and identifying opportunities for additional services. You will consistently apply Agile methodologies in daily operations, as well as ITIL principles—including incident, problem, change, and release management. Additionally, you will be accountable for all aspects of portfolio management, such as aligning with business outcomes, defining and managing to scope, allocating resources, overseeing and managing to budgets, assessing risks and mitigation strategies, handling contracting, managing projects and teams, providing status updates, overseeing maintenance of the backlogs by project teams, driving account growth, and effectively communicating with stakeholders. The ideal candidate is passionate about client service and building relationships, possesses excellent communication and collaboration skills, has strong learning, analytical thinking and problem-solving abilities, demonstrates a business-oriented and industrial approach, excels at team leadership and coaching, and is committed to driving advancements through continuous improvement and innovation.

Responsibilities:
Strategic Customer Advisor Proven leadership attributes such as collaboration, communication, creative thinking, and decision‑making skills to support customers' strategy and vision. Effective negotiation skills to increase growth, retention, fostering trusted customer relationships. Proficiency in translating customer business goals into strategic actions and identifyingnew growth verticals to support customers. Clear, concise, and influential communication skills with excellent listening abilities. Strong business and financial acumen, supported by industry and competitive knowledge, and understanding of account profitability, economic trends, and competition. Portfolio Management Well‑developed interpersonal, planning, and organizing skills, with the ability to prioritize competing deliverables across multiple customers. Lead and manage assigned engagements to successful completion (tracking scope, budget, timeline). Schedule and facilitate internal stand‑ups and customer meetings. Manage action, change, and risk registers for all engagements; recommendresolutions for risksident managethe transition of projects to solution operations. Manage all tasksfrom new client onboarding to steady phase. Develop and manage delivery plansfor every engagement. Leadthe contractingandchange management process(estimates, approvals, change requests, SOWs). Regularlymanageresourceassignmentof contractresourcesand resources located globally.
Be an escalation point for business‑critical scenarios.
Manageengagementconflictsandchallangesprofessionally.
Managethe release management process(testing to production release).3.
Performance Tracking&Reporting Trackyour portfolio of engagements against KPIs and proactively implement timely measures to ensure ongoing compliance with KPIs. MonitorandimproveSLAand KPI compliance byyour team. Track, monitor, and control budgets in alignment with planned engagement parameters, while proactively forecasting and executing cost management strategies. Demonstratestrong execution, discipline, and proactive management across all operational activities, including billing and invoicing, payment collection, client meetings, status reporting, contract renewals, and changerequests.4. Process&Standards Adherence Apply ITIL principles (incidentand problem management for client‑reported issues). Adhereto,follow,andupdatestandards &guidelines. Document / update standard operating procedures Providesupport, guidance, and coaching to the engagement team. Conflict resolution and handling, teamwork, empathy,active listening, and positivity. 5. Continuous Improvement&Innovation Knowledge of Microsoft BizApps products and the abi