Client Delivery Manager

About Thrive

Thrive is an expanding technology solutions company specializing in Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services. Our distinctiveness arises from our corporate culture, skilled engineers, customer-first philosophy, and emphasis on next-generation services. Thrive seeks motivated individuals aiming to build impactful skills and forge meaningful careers in a dynamic, hard-working, and enjoyable environment.

Role Summary

The Client Delivery Manager (CDM) acts as the primary liaison for clients, cultivating strategic partnerships and ensuring clients achieve measurable benefits from their engagements. This role requires managing contract profit and loss, spotting growth opportunities, and blending ITIL/ITSM expertise with business insight and a passion for customer success.

Key Responsibilities

• Develop and nurture strategic relationships with principal client contacts.
• Identify clients' pressing challenges and desired outcomes related to contracted services.
• Deliver quantifiable value to clients through value realization.
• Address complex client issues by collaborating with internal Thrive teams to meet expectations.
• Assist clients in maximizing use of current and available products and services.
• Promote adoption of best practices across client environments.
• Drive enhanced customer lifetime value through increased product adoption, satisfaction, and health metrics including advocacy and references.
• Oversee contract financials to meet targets and achieve year-over-year improvements.
• Identify opportunities to grow account revenues and lead successful contract renewals.
• Manage onboarding, training, enablement, advocacy initiatives, and promptly resolve escalations.
• Utilize tools such as ServiceNow and CustomerGauge effectively.

Qualifications and Skills

• Minimum five years experience as a Client Delivery Manager, preferably in Managed Services.
• Strong business acumen, including financial and P&L literacy.
• Certifications in ITIL/ITSM, Lean Six Sigma or relevant fields.
• Familiarity with technology and managed service environments.
• Capabilities in customer relationship management, business operations, change management, process improvement, project management, and risk management.
• Customer-focused mindset, teamwork orientation, proactive and accountable, digitally savvy including basic AI and workflow understanding, active listening, and learning agility.
• Preferred college degree or equivalent experience in a related domain.

Desired Behavioral Traits

• Collaborative and adaptable to continuous change.
• Integrity, strong work ethic, dependability, and confidence.
• Eagerness to learn, take initiative, and demonstrate ownership and accountability.

Additional Competencies

• Familiarity with Agile methodologies and Six Sigma processes is advantageous.

Performance Metrics

• Track Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
• Client retention rates.
• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets.
• Customer engagement measurements including account and executive involvement.

Equal Opportunity Statement

Thrive ensures equitable compensation practices, offering competitive salaries aligned with market benchmarks, job scope, and candidate qualification. We do not discriminate based on legally protected statuses including race, gender, sexual orientation, disability, or veteran status.