Manager, Client Success

We are looking for a dynamic and results-focused **Manager, Client Success** for our **Toronto branch** who will oversee a key projects service delivery team to enable and ensure the success of highly strategic client projects! This is a stakeholder facing role and requires that you establish and manage processes at a high standard, drive the consulting team to achieve those expectations, and engage effectively with clients to understand and address their needs. **A Day in the Life:** - **People** - Work with the service delivery team to ensure service delivery meets the expectations of our enterprise clients - Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed - Work with the recruitment team to create accurate job requirements and collaborate throughout the hiring process to achieve successful and high-quality hires - Ensure that new team members are properly on-boarded and role expectations are clearly understood - Remove barriers and roadblocks to help team members complete their work - Facilitate a constructive and supportive quarterly Career Life Planning (CLP) experience - Act as the owner of the change and escalation processes, ensuring high levels of performance, reporting accuracy and establishing delivery improvement activities when required - **Business** - Ensure accurate forecasting - Attention to and tracking of timesheets, vacation requests, and training - Consistent, effective reporting on your business - Manage your team's utilization and work with the resource management team to meet current project resource demands and plan for future growth in client projects - Act as a Long View ambassador, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments - Drive solution innovation within your team aligned to client and market demands - **Clients** - Effective engagement with Account Teams to support client requirements - Point of escalation for clients - Establish and maintain strong relationships with key clients in order to understand their business and how to best support them **What You Bring:** - 15+ years of experience in a consulting or professional services environment, with 10 of those years being in a managerial role that included full financial accountability - Proven experience in leading IT professional services delivery: managed IT services, business transformation, security, and cloud adoption across all major public cloud providers - An understanding of Agile projects, enterprise architecture frameworks (TOGAF, Zachman) - Expertise to guide clients through ERP implementations (MS Dynamics 365), from analysis and design to deployment and ongoing improvement - Exceptional leadership with proven ability to lead large teams and the willingness to mentor junior staff - Strong financial acumen, with experience managing complex budgets in excess of $8MM annually - Passionate about customer satisfaction and service improvement $106,400 - $139,650 a year Expected salary range plus 20% variable earnings