Client Delivery Manager

About the role

The Client Delivery Manager (CDM) is a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for Thrive clients. The CDM serves as the primary point of contact for assigned accounts, ensuring that clients realize full value from contracted services while managing contract P&L and identifying growth opportunities.

The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success. The position is remote / hybrid (travel to client sites).

Responsibilities

• Understands Customer Business Problems
• Build strategic relationships with key client stakeholders.
• Identify current pain points and desired outcomes affected by services under contract.
• Provide measurable value to the customer (Value Realization).
• Drive Customer Success Outcomes
• Solve complex customer problems by partnering with Thrive resources to meet customer expectations.
• Help customers optimize utilization of existing and available products and/or services.
• Ensure best practice adoption across the customer environment.
• Lead future lifetime value through higher product adoption, customer satisfaction, and overall health scores (including advocacy and reference-ability).
• Manage contract P&L to deliver to expectations and improve year over year.
• Expand revenue in accounts through opportunity identification.
• Prepare and drive successful contract renewals.
• Manage and resolve escalations promptly.
• Oversee Activities
• Manage customer onboarding activities.
• Facilitate training and enablement.
• Drive customer advocacy initiatives.
• Manage and resolve escalations promptly.

Qualifications

• Skills
• Customer relationship management
• Business operations
• Change management (end-to-end)
• Process improvement
• Project management (scoping, planning, milestone tracking, documentation)
• Risk management
• Attributes
• Customer-centric attitude and proactive approach
• Team player: capable of working with and across functional teams
• Results oriented: takes accountability as customer advocate and Thrive business owner
• Digitally fluent: understands basic AI and workflow principles
• Active listener: attentive to both customer and internal partners
• Learning agility: willing to advance current knowledge level
• Experience
• 5+ years of digital experience as a CDM (Managed Services experience a plus)
• Strong general business acumen (financial/P&L acumen a plus)
• ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
• College degree preferred in a related field or commensurate work experience
• General understanding of technology and managed services
• Desired Behaviors
• Teamwork: works well across customer and Thrive environments
• Adaptability: embraces constant change
• Honest and high integrity
• Strong work ethic (dependable, confident)
• Willingness to learn and continuously improve
• Willingness to lean in (run to the fire)
• Ownership and accountability
• Initiative: proactive – acts without waiting to be told

Pay

Base Salary Range: $60,000-75,000 (bonus eligible)