10+ years in consulting, managed services, or client-facing IT environments.
5+ years of leadership experience with operational and financial accountability.
5+ years of experience within ITIL-based service management.
Proven track record in service delivery and customer success in complex enterprises.
Strong financial acumen with budgeting and profitability management.
Responsibilities
Lead and develop a high-performing team through coaching and mentorship.
Own the successful delivery of services and projects, ensuring commitments are met.
Build trusted relationships with key clients to become a trusted advisor.
Manage financial performance, including forecasting and resource planning.
Drive operational excellence by monitoring service performance and quality.
Oversee major incidents and escalation processes, driving resolution effectively.
Identify growth opportunities in partnership with Account Managers.
Benefits
Great people and culture.
Engaging work with access to the latest technologies.
Flexible work environment to support personal and professional growth.
Company core value emphasizing fun.
Full Job Description
Are you a people-first IT leader who knows how to turn great teams into great client outcomes? Do you thrive at the intersection of people leadership, client relationships, service excellence, and business performance?
We are looking for a dynamic and results-driven Manager, Client Success for our Calgary branch! This is more than a service delivery role. You'll have meaningful ownership of a portfolio of clients, the people who support them, and the business results that come with it. You'll lead teams, strengthen executive and operational client relationships, drive service excellence, manage financial performance, and help identify opportunities to grow and deepen our partnerships.
Success in this role means creating an environment where our people grow, our clients succeed, and our business performs.
A Day in the Life:
Lead and develop great people. Build a high-performing team through coaching, mentorship, clear expectations, accountability, and meaningful career development.
Own the client experience. Take accountability for the successful delivery of services and projects across your portfolio, ensuring commitments, Service Level Agreements, and expectations are consistently met - and looking for opportunities to exceed them.
Build trusted client relationships. Develop strong relationships with key stakeholders, becoming a trusted advisor who understands their business, anticipates their needs, and helps them achieve better outcomes through technology.
Run the business. Own the financial performance of your portfolio, including forecasting, budgeting, resource planning, capacity management, and profitability.
Drive operational excellence. Monitor service performance, delivery quality, capacity, risks, and client sentiment, taking proactive action before issues become problems.
Take ownership of major incidents and escalations, bringing the right people together, maintaining clear communication, driving resolution, and ensuring lessons learned translate into meaningful improvement.
Create opportunities for growth. Partner with Account Managers and internal teams to understand client priorities, identify opportunities, and expand the value Long View delivers.
Develop capability for the future. Understand the skills your clients will need next and help your people build the technical, consulting, and leadership capabilities required to meet that demand.
Connect people to purpose. Keep your team informed and engaged around company priorities, client successes, organizational developments, and Long View's culture and values.
Make things better. Challenge the status quo, remove friction, improve processes, and continuously look for ways to improve the experience for our people and our clients.
What You Bring:
10+ years of professional experience in a consulting, managed services, technology services, or client-facing IT environment
5+ years of leadership experience with direct people management responsibilities, including operational and financial accountability
5+ years of experience working within ITIL-based service management environments
Proven experience leading service delivery, project delivery, and customer success initiatives within complex enterprise environments
Demonstrated ability to lead, mentor, coach, and develop high-performing technical teams
Strong financial acumen with experience forecasting, managing budgets, tracking profitability, and driving business results
Exceptional client relationship management and stakeholder engagement skills
Proven ability to manage competing priorities while maintaining a high standard of customer satisfaction and service excellence
