This is a high-impact, client-facing role at the center of Managed Services, where you directly influence customer success by solving complex business and technical challenges. You will own a portfolio of strategic client accounts, lead initiatives that drive measurable outcomes, and act as a trusted advisor to customers navigating financial and regulatory complexity.

The role offers strong growth in both business and technical dimensions — from deepening expertise in system architecture and financial processes to developing strategic client management and program-building capabilities. You’ll play a key role in shaping not just client outcomes, but also the evolution of the Managed Services delivery model.

KEY PERFORMANCE OBJECTIVES (First 12 Months)

OBJECTIVE 1: Establish Trusted Client Partnerships & Delivery Rhythm (First 6 Months)

Outcome: Successfully onboard and actively manage a portfolio of 4-6 client accounts, delivering consistent status updates, clear roadmaps, and measurable progress against agreed initiatives, resulting in high customer satisfaction and no missed deliverables.

Impact: Builds long-term customer trust, supports renewals, and ensures Managed Services delivers on its commitments while creating clear visibility into value delivered.

How: Conduct regular client status calls, define and maintain account roadmaps, track deliverables against commitments, proactively surface risks, and coordinate closely with Solution Engineering to ensure execution aligns with client success metrics.

OBJECTIVE 2: Deliver High-Impact Client Solutions for Complex Business Challenges (First 6–9 Months)

Outcome: Lead and deliver multiple client initiatives that solve complex business and technical challenges, with measurable improvements in client processes, reporting accuracy, or system usage.

Impact: Demonstrates tangible business value to customers, strengthens our role as a strategic advisor, and directly contributes to customer retention and renewal outcomes.

How: Analyze client processes and technical architecture, research issues deeply, design tailored solution recommendations, and partner with Solution Engineering to implement and validate outcomes.

OBJECTIVE 3: Lead Strategic Customer Training & Knowledge Enablement (First 6–12 Months)

Outcome: Deliver advanced client-facing training sessions (webinars, workshops, or conference sessions) that improve customer proficiency and adoption of solutions.

Impact: Increases customer self-sufficiency, reduces dependency on reactive support, and strengthens credibility as a trusted expert.

How: Develop training materials, lead sessions for customers and internal teams, tailor content to different audiences, and continuously refine sessions based on feedback and evolving capabilities.

OBJECTIVE 4: Drive Continuous Improvement of Managed Services Delivery Model (First 6–12 Months)

Outcome: Identify and implement 2-2 enhancements to the delivery model that measurably improve efficiency, consistency, or customer satisfaction.

Impact: Strengthens operational excellence, reduces variability in delivery, minimizes escalations, and improves overall customer experience and scalability.

How: Analyze current delivery practices, gather feedback from customers and internal teams, identify gaps, and partner cross-functionally to implement improvements.

OBJECTIVE 5: Strengthen Cross-Functional Execution & Internal Alignment (First 6–9 Months)

Outcome: Improve coordination and execution across Solution Engineering, Managed Services, and other internal teams, resulting in smoother delivery of client initiatives, fewer delays, and reduced miscommunication.

Impact: Ensures faster and more predictable delivery outcomes, reduces internal friction, and improves quality and consistency of customer-facing work.

How: Establish clear communication channels, align on priorities, facilitate collaboration, and reinforce accountability for shared deliverables.

• Bachelor’s degree in Business, Engineering, Computer Science, Mathematics or equivalent combination of education and relevant experience
• 3+ years work experience in similar position or having equivalent kind of skills experience
• Experience managing multiple client accounts or projects in a services or consulting environment
• Strong analytical and problem-solving skills with the ability to tackle complex business and technical challenges
• Ability to translate business requirements into actionable solutions and drive execution
• Excellent communication and stakeholder management skills across technical and non-technical audiences including written and verbal communication skills
• Working knowledge of system architecture, databases, integrations C++ and PL/SQL (or ability to learn quickly)
• Proven ability to operate independently while collaborating across cross-functional teams
• Ability to work independently and collaborate with others as part of a teamExperience delivering training, presentations, or client-facing sessions like business reviews

Competencies are specific behaviors that relate to a set of skills and abilities that are critical for employees to be successful in their position. The key competencies for Customer Success Managers are as follows:

• Accountability: Accepting responsibility that results in anticipation and prevention of problem areas from actions, and problem solving inside and outside the department/organization.
• Collaboration: Identify opportunities to work collaboratively with other teams/ units to solve issues and develop better processes and approaches to work
• Customer Skills: Ability to onboard new clients or successfully transition onto existing accounts independently. Building productive customer relationships and taking responsibility for customer satisfaction and loyalty

For this role PowerPlan’s complete competency matrix should be performed at the following levels.

Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.

Compentency

Level

Accountability

Adept

Technical Ability

Intermediate

Communication

Adept

Customer Skills

Adept

Organizational Development

Intermediate

Leadership

Intermediate

Critical Thinking

Adept

Collaboration

Adept

Outcome Driven

Adept