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Relationship & Executive Leadership
Acts as a senior customer advocate and strategic advisor, balancing client advocacy with business discipline.
Owns executive and buyer-level relationships (economic buyers, sponsors, influencers).
Builds strong relationships with key customer staff, account management, and Managed Services leadership.
Leads high-level client engagement, including executive business reviews (QBRs/EBRs).
Sets and resets expectations of service quality, availability, and timeliness no surprises.
Navigates conflict and escalation directly, respectfully, and early.
Serves as the executive escalation point for critical incidents and heightened states.
Participates in strategic planning sessions and executive briefings.
Value Storytelling & Risk Management
Establishes a deep understanding of client business objectives, success metrics, and strategic priorities, and aligns managed services delivery to those outcomes.
Establishes and executes strategic account plans aligned to client business priorities.
Articulates and quantifies value delivered in business terms, connecting service performance to client KPIs and outcomes.
Ensures compliance with Service Level Agreements and proactively manages risk.
Maintains a proactive risk register and identifies early warning indicators.
Leads recovery strategies when accounts enter a heightened or at-risk state.
Manages Root Cause Analysis processes and participates in Priority events as needed.
Works with clients and delivery teams to identify and implement service improvement plans.
Translates customer requirements into prioritized service and project requests.
Reports and communicates service operations and performance to relevant stakeholders.
Ensures reports (incident, performance, billing) are delivered on agreed schedules.
Financial Ownership & Growth
Owns account-level financial performance, including margin awareness.
Accountable for retention, renewal strategy (beginning 12 months prior), expansion, and revenue growth.
Drives growth through cross-sell, upsell, and PCR opportunities aligned to value realization.
Partners with sales leadership to influence account growth strategy.
Ensures true-ups and billing accuracy in partnership with finance.
Understands contractual obligations and protects company interests.
Drives alignment across client stakeholders and internal teams.
Serves as an active member of the Change Advisory Board, ensuring changes are assessed, approved, communicated, implemented, and reviewed in a controlled manner.
Ensures operational compliance and service governance standards are upheld.
Serves as the primary coordination point across delivery, account, and client teams.
Operational Leadership & Governance
Mentors and coaches Client Success Managers to develop leadership and service delivery skills.
Drives strategic initiatives to improve customer satisfaction and operational efficiency.
Assists with development and continuous improvement of the services organization.
Provides thought leadership in IT Service Management best practices.
Results-driven and outcome-oriented accountable for making things happen.
Other duties as assigned
Seek First to Understand: Listen before responding. Ask questions before offering solutions. Context beats reaction every time.
Assume Positive Intent: Start from the belief that teammates and clients are trying to do the right thing, even when things go wrong.
Coachable: Open to feedback, willing to adjust, and committed to getting better not proving you are right.
Outcome-Oriented: Focused on client outcomes and business impact not just tasks, tickets, or activity.
Ownership Mentality: If it touches the client experience, it’s our problem to solve no silos, no finger-pointing.
Clear & Direct Communicators: Say the hard things early, respectfully, and clearly internally and with clients.
Don’t Win Individually by Losing Collectively: Build credibility by representing the company well never at the expense of your teammates or delivery teams.
Consistently Positive (Not Nave): Optimistic, steady, and solutions-focused even under pressure.
Trust Builders: Reliable, prepared, and transparent. Do what you say you’ll do, every time.<