Client Delivery ManagerLocation: Remote - Canada-wide
Opportunity at Microserve
Position Overview Microserve is looking for a new Client Delivery Manager (CDM). The CDM is responsible for all customer relationships and contract agreements within the Microserve Managed Services team. This position will report to the Lead Client Delivery Manager. This position can be done remotely anywhere in Western Canada.
The CDM's primary goal is to ensure that all decisions and actions taken by Microserve prioritize the customer while remaining aligned with technical standards and contractual agreements. You'll be responsible for all client communications and fostering collaboration across the core MMS team, as well as other departments at Microserve, from Sales and Professional Services to Technical Services, 3rd party vendors, and customer partners. You will interact heavily with the Professional Services team to facilitate the creation of statements of work, the Inside Sales team to facilitate product quoting, and the accounting team to ensure timely and accurate invoicing.
You will need to have strong attention to detail, as you will be responsible for documenting and tracking all service delivery action items and due dates within the Microserve team and with the client. You will also act as the client advocate within Microserve to help meet commitments and ensure customers are informed and satisfied.
The Client Delivery Manager is ultimately responsible for client satisfaction and retention while contributing to the overall profitability of the department through effective contract management. This position requires excellent communication, organization, attention to detail, timely follow-up, thorough documentation, and customer service skills.
Key Areas of Accountability: Client Management
- Responsible for working with each of your assigned clients to ensure timely correspondence and to ensure we meet our commitments.
- Responsible for managing all communications, meetings, and service requests with your clients, including relaying information from the MMS team to the customer and facilitating ad hoc meetings.
- Responsible for routing and coordinating client requests and inquiries across several separate Microserve teams (e.g., Professional Services, Sales, Accounting) or 3rd parties.
- Facilitate client meetings, typically monthly and quarterly, and be responsible for providing meeting agendas 24 hours in advance and meeting minutes within 24 hours after the meeting. Follow up on action items and maintain issue logs.
- Responsible for managing and maintaining the ConnectWise Manage agreements to ensure accurate billing and monitor agreement profitability.
- Take ownership of major incident communications to ensure the client is always informed. Responsible for all major incident communications between resolving parties, 3rd party vendors, and leadership. Ensure effective communication with stakeholders and the timely completion of post-incident reviews.
- Responsible for identifying requests that are out of scope of the agreement (e.g., service requests estimated at more than 4 hours of effort), communicating with the client contact, and initiating presales processes when necessary.
- Generate monthly, quarterly, and occasional ad hoc statistical reports using tools such as BrightGauge, Power BI, or SQL reports, and facilitate meetings with each client according to the agreed schedule.
- Monitor dashboards to ensure all service tickets are delivered within SLA and manage breached SLAs by identifying root causes (RCA). Speak to RCA in client monthly operations meetings.
- Provide input into, coordinate, and assist in preparing materials for client Quarterly Business Reviews and Annual Technology Plan/Budgeting.
- Review open ConnectWise tickets and ensure they are progressing and closed in a timely fashion.
- Escalate operational issues to NOC manager when needed; provide proposed solutions whenever possible.
- Escalate project-related issues to the PS Manager when needed.
- Responsible for conducting customer satisfaction activities, such as surveys or questionnaires, according to the service strategy.
- Ensure documentation in IT Glue is up to date, including contacts, technical information, disaster recovery documentation, and vendor details.
- Work with internal and 3rd party teams to ensure actions are taken and completed to protect and improve services for the account.
- Identify issues and open tickets for discrepancies in monthly and quarterly reporting and ensure resolution is carried out promptly and effectively.
- Monitor and track product requests, including ConnectWise tickets and sales orders, to ensure clients receive timely updates on order status, estimated timelines, and any required communications.
Continuous Improvement of Service Delivery:
- Focus on improving teamwork and communications, fostering innovation, documentation, and a culture of continuous improvement.
- Work with the MMS and PS teams to maximize team productivity, efficiency, and service delivery by identifying issues, proposing workarounds, and developing SOPs that help the team consistently follow customer-specific procedures.
Support Pre-Sales and Own New Client Onboarding:
- Develop and maintain new client onboarding project procedures and documentation, including communication templates and input or recommendations for onboarding activities.
Requirements: - Account management experience with a background in server and datacenter IT operations, including a strong understanding of technology-driven processes such as event and alert management, incident management, and change management.
- Strong customer service orientation, with a focus on clear, proactive, and timely communication with clients and internal stakeholders.
- Knowledge of and experience with ITSM frameworks, such as ITIL, and tools such as ConnectWise, Remedy, ServiceNow, Service Desk Express, and Autotask.
- Excellent attention to detail while maintaining a sense of urgency.
- Maximizing process efficiency through effective team leadership and collaboration.
- Highly organized and able to keep track of their own tasks.
Compensation: In accordance with the BC Pay Transparency Act the range for this role for BC residents is $68,000 - $94,000 annually. Please note the exact salary is determined based on a combination of your relevant experience, skill, competencies, and internal pay equity. If you feel like this role is your dream job and have questions about compensation and benefits, please get in touch with us as we are always happy to discuss further. At Microserve we believe that compensation conversations should always be ongoing.
Corporate ResponsibilityEmployee will understand, meet, and live our core values
We Sweep Floors, Openness, Flexibility, Not Stuffy, Customer Driven
