Client Delivery Manager

• Build strategic relationships with key client stakeholders
• Identify client pain points and desired outcomes affected by contracted services
• Provide measurable customer value realization
• Solve complex customer problems by partnering with Thrive resources
• Help customers optimize utilization of products and services
• Ensure best-practice adoption across customer environments
• Drive product adoption, customer satisfaction, account health, advocacy, and referenceability
• Manage contract P&L and improve year-over-year performance
• Identify account expansion opportunities and grow revenue
• Prepare and drive successful contract renewals
• Manage customer onboarding activities
• Facilitate training and enablement
• Drive customer advocacy initiatives
• Manage and resolve escalations promptly
• Serve as the primary point of contact for assigned accounts and ensure clients realize full value from contracted services

• Customer relationship management
• Business operations
• End-to-end change management
• Process improvement
• Project management, including scoping, planning, milestone tracking, and documentation
• Risk management
• Customer-centric and proactive approach
• Ability to work with and across functional teams
• Accountability as customer advocate and Thrive business owner
• Basic AI and workflow principles
• Active listening
• Learning agility
• 5+ years of digital experience as a Client Delivery Manager;
  Managed Services experience is a plus
• Strong general business acumen; financial/P&L acumen is a plus
• ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
• College degree in a related field preferred, or commensurate work experience
• General understanding of technology and managed services
• Agile methodology and Six Sigma are helpful
• Willingness to learn, continuously improve, and take initiative

Demonstrates expertise in customer relationship management, project management, and process improvement to drive customer satisfaction and account growth. Proficient in managing contract P&L and facilitating training and enablement for optimal product utilization.

• Customer Relationship Management
• Project Management
• Process Improvement
• Risk Management
• ITIL/ITSM Certification

• Change Management
• Account Expansion
• Contract Renewal Management
• Customer Onboarding
• Financial Acumen

• Active Listening
• Customer-Centric Approach
• Learning Agility
• Proactive Problem Solving
• Accountability

• ITIL Certification
• ITSM Certification
• Lean Six Sigma Certification

• Managed Services
• Digital Experience
• Customer Advocacy
• Contract P&L Management
• Customer Satisfaction

• Agile Methodology
• Lean Six Sigma
• Basic AI Principles
• Workflow Principles