Job Description & How to Apply Below
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 a Client Success Manager Lead (Biz Apps Governance Lead), you will be responsible for leading client success strategy, governance, and delivery excellence across a portfolio of Microsoft Business Applications (Dynamics 365, Power Platform, Net Suite) engagements. This role combines strategic client advisory, portfolio governance, delivery oversight, and people leadership to ensure clients realize measurable business value while maintaining high standards of operational excellence, compliance, and continuous improvement.
You will act as a trusted advisor to senior client stakeholders, while also establishing governance frameworks, coaching Client Success Managers, and driving consistency in delivery practices. This role is for an existing vacancy.
Key Responsibilities
Client Success Strategy & Executive Advisory
Serve as a strategic partner to executive stakeholders, aligning Biz Apps solutions with business objectives and transformation goals
Translate client business priorities into roadmaps, success plans, and measurable outcomes
Lead Executive Business Reviews (EBRs) to communicate value realization, ROI, and strategic direction
Build and maintain trusted, long‑term client relationships to drive retention and expansion
Identify opportunities for account growth, innovation, and additional services
Governance & Delivery Oversight (Biz Apps Focus)
Establish and enforce governance frameworks for Biz Apps delivery, including:
Portfolio governance
Risk and issue management
Change control
Quality assurance standards
Ensure alignment with industry frameworks (e.g., ITIL, Agile, Dev Ops)
Oversee end‑to‑end delivery lifecycle (implementation through managed services transition)
Act as an escalation point for critical client and delivery issues
Drive standardization of tools, templates, and best practices across engagements
Portfolio & Financial Management
Own a portfolio of strategic accounts, ensuring:
Delivery against scope, timelines, and budgets
SLA and KPI compliance across engagements
Lead resource planning and capacity management across projects and managed services
Oversee financial performance, including forecasting, margins, billing, and renewals
Manage contracting, SOWs, and change requests
Balance business value, technical constraints, and client priorities in decision‑making
Leadership & Team Development
Lead, mentor, and coach a team of Client Success Managers and delivery leads
Foster a culture of accountability, collaboration, and continuous improvement
Define roles, responsibilities, and team structures to support scalable delivery
Provide guidance on complex client scenarios, escalations, and negotiations
Support talent development through training, feedback, and career growth planning
Operational Excellence & Continuous Improvement
Drive adoption of standard operating procedures, governance models, and delivery methodologies
Champion continuous improvement initiatives, identifying opportunities to optimise processes and tools
Ensure consistent use of:
Agile and/or waterfall delivery practices
ITIL processes (incident, problem, change, release)
Promote innovation and thought leadership in Biz Apps and client success practices
Leverage data and insights to improve client satisfaction and delivery performance
Performance Management & Reporting
Define and track portfolio‑level KPIs, including:
Customer satisfaction (CSAT/NPS)
SLA compliance
Delivery predictability
Financial performance
Provide regular reporting and insights to internal leadership and clients
Ensure proactive risk identification and mitigation strategies
Maintain governance artifacts (status reports, risk logs, dashboards, etc.)
How do we define success for your role?
You demonstrate BDO's core values through all aspects of your work:
Integrity, Respect and…
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