Client Solutions Manager - Operational IT Programs & Contract ServicesOverview:Due to continued growth, we are looking to add a Client Solutions Manager to lead operational IT programs for our clients - including large-scale technology rollouts, device lifecycle management, and other contracted service engagements. Regular collaboration with customer stakeholders and internal delivery teams is expected, with travel to customer and field sites as needed.
The Client Solutions Manager owns the end-to-end delivery, financial performance, and customer satisfaction of one or more operational IT programs. Acting as the single point of accountability to the customer and to internal leadership, the Client Solutions Manager coordinates cross-functional teams, manages program profit and loss (P&L), drives customer satisfaction and retention, resolves escalations, and partners with Sales to secure new business and protect and grow existing accounts. Equally important, the Client Solutions Manager builds the operating model behind these engagements - standardized processes and playbooks, scalable workflows, automation delivered through the development team, quality-control standards, and repeatable service offerings - so delivery is consistent and efficient across every customer. Success in this role is measured by program revenue and gross profit growth, customer satisfaction, and retention.
Responsibilities:The Client Solutions Manager must have strong business and financial acumen and be able to translate program execution into measurable business outcomes for the customer and for WEI. Specific responsibilities include:
Sales Support & Account Growth- Partner with Sales and Account Executives on renewals, expansions, and new statements of work - providing scoping, level-of-effort estimation, and pricing inputs for proposals, serving as the delivery voice in pursuit and pre-sales, and ensuring smooth, realistic transitions from sale to delivery.
- Identify and act on upsell and cross-sell opportunities uncovered during delivery; support the pipeline with delivery credibility and reference-able results.
Financial & Commercial Management- Own program financial performance - full P&L including revenue recognition, cost management, and margin against contract budget - and forecast resource needs, acting on opportunities to improve profitability.
- Own SOWs, change requests, and change orders to protect margin and prevent leakage, and ensure accurate financial reporting, invoicing, and billing milestones in coordination with Finance.
Customer & Escalation Management- Serve as the primary contact and trusted advisor, owning long-term relationships across the account portfolio - holding QBRs and health checks, monitoring CSAT/NPS, and managing expectations against contractual commitments to drive satisfaction and retention.
- Own end-to-end escalation management: act as the escalation point for delivery, technical, financial, and relationship issues, driving a structured process (triage, root-cause, corrective action) and coordinating teams, vendors, and executives to resolve quickly while protecting the relationship and financials.
Program Delivery & Operational Excellence- Lead the planning and sales process of operational IT programs (large rollouts, device lifecycle management, contracted services) - managing scope, schedule, milestones, dependencies, risks, and resources across concurrent workstreams while directing cross-functional, matrixed teams without direct line authority.
- Build the operating model behind these engagements: standardized processes and playbooks, scalable workflows, and repeatable service offerings that scale across customers rather than one-off solutions.
- Drive automation through the development team (customer portals, APIs, and integrations) and establish quality-control standards, operational checkpoints, and automated QC tooling to ensure consistency across every deployment.
- Work across Sales, Engineering, Operations, Development, Procurement, Finance and PMO to align around a common operating model - governing SLA/KPI attainment and continuously identifying improvements to efficiency, cost, deployment timelines, and customer experience.
- Create executive dashboards and reporting on program health, deployment status, inventory, capacity, SLAs, risks, and financial performance; report metrics internally to management and to customers, maintain governance and contract compliance, and manage risks with registers and contingency plans.
Required Experience:- Bachelor's degree in Business, Information Technology, Engineering, or a related field, or equivalent experience.
- 8+ years of program or project management experience delivering IT or technology services, ideally in a services, MSP, VAR, or systems-integrator environment.
- Demonstrated P&L or budget ownership on programs or engagements.
- Experience managing operational IT programs such as endpoint/device lifecycle management, large-scale rollouts, deployments, or managed/contract services.
- Proven track record of managing customer relationships, driving satisfaction, and handling escalations under pressure.
- Experience supporting sales activities - scoping, estimating, and growing accounts.
- Strong command of project management disciplines (scope, schedule, cost, risk) and tools.
- Experience with contract/SOW management, change orders, and vendor management.
- Familiarity with ITSM platforms and program/portfolio management tooling such as ServiceNow, Jira, MS Project, or Smartsheet.
- Experience delivering programs across multiple sites, regions, or a distributed field workforce.
- PMP, PgMP, ITIL, or Agile/Scrum certification preferred.
- Strong financial and business acumen, with a process standardization, automation, and operational excellence mindset.
- Cross-functional leadership and the ability to influence without direct authority.
- Excellent communication and stakeholder management, with executive presence and the ability to stay decisive and calm under escalation.
