Customer Sucess Manager

Job Description

Client Delivery Executive

The Client Delivery Executive (CDE) is the primary point of contact for clients, ensuring the seamless delivery of services and maintaining a high-quality client experience. This role is responsible for building trusted relationships, managing post-sales service delivery, and ensuring client satisfaction through effective communication, issue resolution, and continuous improvement.

Key Responsibilities

Client Relationship Management

• Act as an ambassador and advocate for clients.

• Own and lead the end-to-end client service experience.

• Build and maintain strong, trusted relationships through regular engagement.

• Work with leadership to shape long-term service strategies.

Client Management

• Understand client strategies and timelines to support effective planning and delivery.

• Lead client onboarding and transition activities post-contract.

• Manage ongoing client needs, including site familiarisation, best practice sharing, event coordination, and issue resolution.

• Ensure transparent and timely communication with clients at all times.

Order Management

• Support clients in placing orders and defining requirements.

• Coordinate internal teams to ensure accurate pricing, quotations, and fulfilment.

• Manage non-standard client requests and challenge assumptions to deliver better outcomes.

• Keep clients informed of progress, timelines, and potential risks.

Continuous Improvement & Support

• Identify opportunities to enhance the client experience.

• Innovate in service delivery methods and engagement approaches.

• Support proposals, audits, site tours, workshops, bids, and negotiations.

• Review and interpret performance reports, highlighting exceptions and driving resolution.

Skills, Experience & Qualifications

• Strong commercial and operational awareness.

• Proven experience in service delivery, ideally within technical infrastructure, data centre, or related environments.

• Skilled at building and managing client relationships at all levels, including C-suite.

• Excellent communication skills, both written and verbal.

• Detail-oriented, analytical, and highly confidential.

• Proficient in Microsoft Office applications.

• Strong problem-solving skills with the ability to work independently and collaboratively.

Desired Skills and Experience

Client Relationship Management

Service Delivery Management

Customer Experience (CX)

Account Management

Stakeholder Management

Customer Success

Technical Infrastructure

Data Centre Operations

Problem Solving

Communication Skills

Order Management

Contract Management

Continuous Improvement

Commercial Awareness

Microsoft Office
Service Delivery / Client Delivery roles

Account Management or Customer Success in B2B environments

Technical Infrastructure / Data Centres / Cloud Services

IT Services or Managed Services Providers (MSPs)

Telecommunications / Network Services

Operations Management with client-facing responsibilities

Escalation Management

Onboarding & Implementation

SLA Management

Business Development Support

Project Coordination

Executive-Level Engagement