Customer Success and Project Manager, ERP Managed Services Practice

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.

As part of our rapidly expanding Solution Operations (Managed Services) practice, we are seeking an accomplished Customer Success and Project Manager with substantial experience in leading ERP/CRM technology solution delivery and managed services projects. In this role, you will oversee and guide the team responsible for executing new and ongoing engagements, own a portfolio of assigned clients and their managed services programs, coach staff, foster continuous improvement, and monitor and implement best practices to enhance service delivery.

This is an existing vacancy.

• Strategic Customer Advisor – Proven leadership attributes such as collaboration, communication, creative thinking, and decision‑making skills to support customers' strategy and vision; effective negotiation skills to increase growth and retention; proficiency in translating customer business goals into strategic actions and identifying new growth verticals; clear, concise, and influential communication skills with excellent listening abilities; strong business and financial acumen supported by industry and competitive knowledge and understanding of account profitability, economic trends, and competition.
• Portfolio Management – Well‑developed interpersonal, planning, and organising skills with the ability to prioritise competing deliverables across multiple customers; lead and manage assigned engagements to successful completion (tracking scope, budget, timeline); schedule and facilitate internal stand‑ups and customer meetings; manage action, change, and risk registers for all engagements and recommend resolutions for risks; manage the transition of projects to solution operations;
  
  manage all tasks from new client onboarding to steady phase; develop and manage delivery plans for every engagement; lead the contracting and change management process (estimates, approvals, change requests, SOWs); regularly manage resource assignment of contract resources and globally located resources; be an escalation point for business‑critical scenarios; manage engagement conflicts and challenges professionally; manage the release management process from testing to production release;
  
  track your portfolio of engagements against KPIs and proactively implement measures to ensure ongoing compliance; monitor and improve SLA and KPI compliance; track, monitor, and control budgets in alignment with planned engagement parameters, while proactively forecasting and executing cost management strategies; demonstrate strong execution, discipline, and proactive management across all operational activities, including billing and invoicing, payment collection, client meetings, status reporting, contract renewals, and change requests.
• Process & Standards Adherence – Apply ITIL principles (incident and problem management for client‑reported issues); adhere to, follow, and update standards and guidelines; document and update standard operating procedures; provide support, guidance, and coaching to the engagement team; resolve conflicts, employ teamwork, empathy, active listening, and positivity.
• Continuous Improvement & Innovation – Knowledge of Microsoft Biz Apps products and ability to stay current with developments is considered an asset; identify areas of challenge or opportunity in client engagements; identify areas of improvement, innovation, and optimisation for processes and methodologies; contribute to thought leadership.
• Leadership & Strategic Value – Demonstrate value‑driven delivery leadership by achieving meaningful outcomes and business value; understand clients’ businesses and align work with strategic goals; maintain high ownership and accountability for delivery quality, client satisfaction, and portfolio health; conduct regular executive…