Client Success Manager

Position Overview

As a Client Success Manager at EXOS, your mission is to coordinate client engagements and ensure successful delivery of committed services by EXOS resources. This highly visible role is responsible for maintaining and enhancing both client and consultant relationships while ensuring service delivery aligns with client expectations, contractual obligations, and business goals.

You will serve as the primary driver of customer engagement, acting as a key liaison between clients, internal leadership, consultants, and business development teams to ensure exceptional service delivery and long-term partnership success.

Key Responsibilities

Client Engagement & Relationship Management

• Serve as the primary point of contact and leader for customer engagement activities
• Build and maintain strong client relationships through proactive communication and service excellence
• Lead and facilitate:
• Weekly status meetings
• Monthly client reviews
• Quarterly business reviews (QBRs)
• Internal planning and strategy sessions
• Keep internal teams (consultants, business development, leadership) informed of client feedback and evolving expectations
• Act as the primary escalation point for client concerns, delivery issues, and relationship challenges

Service Delivery Oversight

• Ensure services are delivered according to contractual agreements, including scope, timeline, quality, and budget
• Monitor project progress and consultant performance throughout engagements
• Coordinate resource requests, allocation planning, and performance management
• Lead internal project team meetings and customer status meetings
• Document project updates, client feedback, and action items
• Develop project plans when required based on engagement complexity and customer needs

Escalation & Issue Resolution

• Manage service delivery challenges, consultant performance concerns, and client conflicts
• Partner with leadership to determine appropriate corrective actions
• Provide guidance and mediation related to:
• Delivery challenges
• Scope changes
• Personnel issues
• Operational priorities

Business Growth & Pre-Sales Support

• Identify additional opportunities within existing client engagements
• Communicate expansion opportunities to business development teams
• Support pre-sales efforts by helping define client requirements and engagement scope for complex opportunities

Service Delivery Associate Responsibilities

Service Strategy & Planning

• Align IT service delivery with client business objectives
• Oversee service portfolio management to ensure offerings meet current and future client needs

Service Design & Transition

• Establish and manage Service Level Agreements (SLAs)
• Ensure proper capacity and availability management of IT resources
• Oversee change management processes to minimize disruption

Service Operations

• Coordinate incident management and timely issue resolution
• Lead problem management efforts to identify root causes and prevent recurring issues
• Manage service request fulfillment efficiently and effectively

Continuous Improvement

• Track and report on key performance indicators (KPIs)
• Develop and implement Service Improvement Plans (SIPs)
• Identify opportunities to improve service quality and operational efficiency

Vendor Management

• Manage relationships with external vendors and service providers
• Ensure suppliers meet contractual obligations and deliver expected value

Stakeholder Communication & Reporting

• Maintain strong communication with customers and internal stakeholders
• Deliver regular service performance reports
• Maintain accurate documentation related to service delivery activities

Technology Evaluation & Innovation

• Stay informed on emerging technologies and industry best practices
• Evaluate tools and solutions that could enhance IT service delivery

Ideal Candidate Profile

• Strong client relationship and stakeholder management skills
• Experience coordinating technical service delivery or managed services engagements
• Excellent communication, organization, and problem-solving abilities
• Experience handling escalations and conflict resolution
• Ability to manage multiple priorities across clients and internal teams
• Familiarity with IT service management concepts (incident, problem, change management, SLAs)
• Proactive mindset with a focus on continuous improvement and customer satisfaction