Your Opportunity

As a Client Success Manager Lead (BizApps Governance Lead), you will be responsible for leading client success strategy, governance, and delivery excellence across a portfolio of Microsoft Business Applications (Dynamics 365, Power Platform, NetSuite) engagements.

This role combines strategic client advisory, portfolio governance, delivery oversight, and people leadership to ensure clients realize measurable business value while maintaining high standards of operational excellence, compliance, and continuous improvement.

You will act as a trusted advisor to senior client stakeholders, while also establishing governance frameworks, coaching Client Success Managers, and driving consistency in delivery practices. This role is for an existing vacancy.

Key Responsibilities

1. Client Success Strategy & Executive Advisory

• Serve as a strategic partner to executive stakeholders, aligning BizApps solutions with business objectives and transformation goals
• Translate client business priorities into roadmaps, success plans, and measurable outcomes
• Lead Executive Business Reviews (EBRs) to communicate value realization, ROI, and strategic direction
• Build and maintain trusted, long-term client relationships to drive retention and expansion
• Identify opportunities for account growth, innovation, and additional services

2. Governance & Delivery Oversight (BizApps Focus)

• Establish and enforce governance frameworks for BizApps delivery, including:
• Portfolio governance
• Risk and issue management
• Change control
• Quality assurance standards
• Ensure alignment with industry frameworks (e.g., ITIL, Agile, DevOps)
• Oversee end-to-end delivery lifecycle (implementation through managed services transition)
• Act as an escalation point for critical client and delivery issues
• Drive standardization of tools, templates, and best practices across engagements

3. Portfolio & Financial Management

• Own a portfolio of strategic accounts, ensuring:
• Delivery against scope, timelines, and budgets
• SLA and KPI compliance across engagements
• Lead resource planning and capacity management across projects and managed services
• Oversee financial performance, including forecasting, margins, billing, and renewals
• Manage contracting, SOWs, and change requests
• Balance business value, technical constraints, and client priorities in decision-making

4. Leadership & Team Development

• Lead, mentor, and coach a team of Client Success Managers and delivery leads
• Foster a culture of accountability, collaboration, and continuous improvement
• Define roles, responsibilities, and team structures to support scalable delivery
• Provide guidance on complex client scenarios, escalations, and negotiations
• Support talent development through training, feedback, and career growth planning

5. Operational Excellence & Continuous Improvement

• Drive adoption of standard operating procedures, governance models, and delivery methodologies
• Champion continuous improvement initiatives, identifying opportunities to optimize processes and tools
• Ensure consistent use of:
• Agile and/or waterfall delivery practices
• ITIL processes (incident, problem, change, release)
• Promote innovation and thought leadership in BizApps and client success practices
• Leverage data and insights to improve client satisfaction and delivery performance

6. Performance Management & Reporting

• Define and track portfolio-level KPIs, including:
• Customer satisfaction (CSAT/NPS)
• SLA compliance
• Delivery predictability
• Financial performance
• Provide regular reporting and insights to internal leadership and clients
• Ensure proactive risk identification and mitigation strategies
• Maintain governance artifacts (status reports, risk logs, dashboards, etc.)

How do we define success for your role?

• You demonstrate BDO's core values through all aspect of your work: Integrity, Respect and Collaboration
• You understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality work
• You identify, recommend, and are focused on effective service delivery to your clients
• You share in an inclusive and engaging work environment that develops, retains and attracts talent
• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace
• You grow your expertise through learning and professional development

Your education and experience

Core Requirements

• 8–12+ years of experience in:
• Client Success / Customer Success
• Technology consulting or delivery leadership
• ERP/CRM (Microsoft or Oracle preferred)
• Experience and product knowledge of Microsoft Dynamics 365 (F&O, CE and/or Business Central) and/or Power Platform and/or NetSuite is required
• Previous experience managing a team of direct reports, including mentoring/coaching, assigning work and performance management
• Proven experience managing multiple (25+) client portfolios and senior stakeholders
• Strong background in project/program management and managed services delivery

Leadership & Business Skills

• Demonstrated ability to:
• Lead and scale high-performing teams
• Influence executive stakeholders
• Drive strategic client outcomes
• Strong financial acumen (P&L, forecasting, margin management)
• Exceptional communication, negotiation, and stakeholder management skills

Education & Certifications

• Bachelor’s degree in:
• Information Technology, Business, Engineering, or related field
• Preferred certifications:
• PMP, Agile (CSM/SAFe), ITIL
• Microsoft certifications (Dynamics 365 / Power Platform)
• Oracle certifications (NetSuite)