Digital Managed Services, Client Success Manager - Remote

Huron is a global consultancy that collaborates with clients to drive strategic growth, ignite innovation and navigate constant change. Through a combination of strategy, expertise and creativity, we help clients accelerate operational, digital and cultural transformation, enabling the change they need to own their future. 
Join our team as the expert you are now and create your future.

The Managed Services Functional Client Success Manager is responsible for overseeing the delivery of managed services to a portfolio of +/-10 clients and ensuring the overall success of the managed services department within an organization. This role involves managing a team of professionals, coordinating service delivery, developing client relationships, and driving operational excellence. The Client Success Manager plays a critical role in meeting client expectations, achieving service level agreements (SLAs), and maximizing client satisfaction.

Key Responsibilities: 

• Team Leadership: Manage and coach a team of managed services professionals, providing guidance, support, and performance feedback. Foster a collaborative and high-performing team culture, promoting professional development and continuous improvement. 

• Service Delivery Management: Oversee the end-to-end delivery of managed services to clients in, ensuring adherence to SLAs, quality standards, and contractual obligations. Monitor service performance metrics, including service uptime, response time, and customer satisfaction, and take proactive measures to address any deviations or issues. 

• Provide advisory services to our clients in terms of new features and best practices. 

• Service Improvement Initiatives: Continuously assess and improve the efficiency and effectiveness of managed services delivery processes. Identify opportunities for automation, standardization, and process optimization to enhance service delivery quality, reduce costs, and drive customer satisfaction. 

• Performance Reporting and Analysis: Prepare and present regular performance reports to clients and internal stakeholders, highlighting key metrics, achievements, and areas for improvement. Analyze data trends to derive actionable insights and develop strategies to address service gaps and enhance the client experience. 

• Incident and Problem Management: Collaborate with technical support teams to ensure timely resolution of incidents and problems affecting managed services. Establish effective incident management and problem-solving processes to minimize service disruptions and mitigate risks. 

• Vendor Management: Manage relationships with external vendors and partners involved in the delivery of managed services. Collaborate on service improvements, resolve vendor-related issues, and ensure compliance with contractual agreements. 

• Client Relationship Management: Develop and maintain strong relationships with clients, acting as a trusted advisor and escalation point. Understand client needs, proactively identify opportunities to enhance services, and collaborate with clients to align service delivery with their business objectives. 

Qualifications and Skills: 

• Deep understanding of the administration and maintenance of cloud application systems with minimum 5 years of experience. 

• Excellent communication and interpersonal skills to build relationships with clients and internal stakeholders. 

• Bachelor's degree in business administration, information technology, or a related field (or equivalent experience). 

• Proven experience in managing a team in a managed services or IT services environment. 

• Deep understanding of managed services concepts, service level agreements, and ITIL frameworks. 

• ITIL or other relevant certifications are a plus.

​The Client Success Manager plays a crucial role in ensuring the successful delivery of managed services to clients. By effectively leading a team, managing client relationships, overseeing service delivery, and driving continuous improvement, the manager contributes to the growth and profitability of the organization's managed services department. This role requires strong leadership skills, technical expertise, and a customer-centric mindset to deliver exceptional service experiences and exceed client expectations. 

The estimated base salary for this job is $140,000 - $170,000 USD. The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron’s annual incentive compensation program, which reflects Huron’s pay for performance philosophy. Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $161,000 - $212,500 USD. The job is also eligible to participate in Huron’s benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.

Position LevelManager

CountryUnited States of America