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 Naïve): Optimistic, steady, and solutions-focused — even under pressure.
Trust Builders: Reliable, prepared, and transparent. Do what you say you’ll do, every time.
Be Curious: Genuinely interested in the client’s business, people, and priorities — not just the contract.
Aligned as One Team: Success is shared. Wins are collective. Misses are learned from together.
Minimum Required – 5-7 years of IT Service Account Management or Service Delivery experience, including leadership responsibilities.
ITIL Foundation Certification required; ITIL Intermediate or Expert preferred.
PMP or equivalent project management certification strongly preferred.
Bachelor’s degree required; Master’s degree preferred.
Preferred – Undergraduate degree and 2-4 years relevant experience preferred
Good understanding of IT Service Management processes and procedures
Good understanding of IT Project Management principles and techniques
Good ability to manage change and engage team members
Good ability to provide direction and leadership to others
Good facilitation and communication skills
Excellent presentation skills
Ability to manage and escalate client issues
Ability to react and adjust priorities of tasks
Comfortable in communicating and interacting with C-level customer stakeholders
Proficient in MS Office:
MS Word – must be able to create and modify documents
MS Excel – create and modify pivot tables, manipulate data, create charts and graphs
MS Power Point – create and modify presentations
Advanced understanding of IT Service Management and Project Management principles.
Proven ability to lead teams and manage complex client relationships.
Exceptional communication and executive presentation skills.
Ability to influence stakeholders and drive strategic outcomes.
Strong analytical and problem-solving skills.
Proficiency in MS Office Suite (Word, Excel, PowerPoint).
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions, in accordance with the Americans with Disabilities Act (ADA), the Family Medical Leave Act (FMLA), and other applicable federal, state, and local laws.
Performance of Essential Functions: Ability to safely and effectively perform all essential job functions listed herein while meeting established productivity and quality standards.
Attendance: Ability to maintain regular and predictable attendance, consistent with ADA, FMLA, and other applicable requirements. Includes ability to safely and reliability travel to and from an office and/or client work site, as required.
Work Environment: Ability to perform job duties at customer sites or in data center environments which may include:
Standing, walking, bending, and lifting or moving equipment weight up to fifty (50) pounds.
Working in areas with fluctuating temperatures, including warm and cold environments, both indoors and outdoors.
Exposure to production environments that may include higher noise levels, bright lighting, and varying airflow.
Manual Dexterity: Ability to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms, as needed.
Communication Skills: Ability to hear, listen, and communicate clearly while performing job duties.
Physical Requirements Frequency
Requirement
Never
Occasionally
.25 – 2.5hrs Daily
Frequently
2.5 - 5.5hrs Daily
Continuously
5.5 - 8.0hrs Daily
Sit
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X
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Stand
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X
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Lift/Carry
0 – 10lbs
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X
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10 – 20lbs
X
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20 – 50lbs
X
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50 – 100lbs
X
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Over 100lbs
X
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Walk
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X
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Drive
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X
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Reach Above
X
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Bend/Stoop
X
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Temperature Fluctuations
X
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Heat (>79*)
X
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Cold (<39*)
X
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Exposure to Elements
X
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Travel
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X
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Use Hands for Pushing/Pulling
X
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Fine Manipulation
X
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Stress Level
Low
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Moderate
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High
X
Very High
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