Client Delivery Manager

About Us:Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.  Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.  Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER.  If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!Position Overview:The Client Delivery Manager (CDM) is a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for Thrive clients. The CDM serves as the primary point of contact for assigned accounts, ensuring that clients realize full value from contracted services while managing contract P&L and identifying growth opportunities. The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success.Location: Remote / Hybrid (travel to client sites)Responsibilities:Understands Customer Business Problems

•   Build strategic relationships with key client stakeholders.Identify current pain points and desired outcomes affected by services under contract.
•   Provide measurable value to the customer (Value Realization).Drive Customer Success OutcomesSolve complex customer problems by partnering with Thrive resources to meet customer expectations.
•   Help customers optimize utilization of existing and available products and/or services.Ensure best practice adoption across the customer environment.
•   Lead future lifetime value through higher product adoption, customer satisfaction, and overall health scores (including advocacy and reference-ability).Manage contract P&L to deliver to expectations and improve year over year.
•   Expand revenue in accounts through opportunity identification.Prepare and drive successful contract renewals.
•   Ideal candidate would have a strong mixture of ITIL and business acumen leaning on ITIL as the foundation.Oversee ActivitiesManage customer onboarding activities.
•   Facilitate training and enablement.Drive customer advocacy initiatives.
•   Manage and resolve escalations promptly.ToolsServiceNow Platform
•   CustomerGaugeKey Performance Indicators (KPIs)NPS / CSAT
•   RetentionNRR / GRR (FY27)
•   Engagement (account activity, executive/POC engagement)Qualifications:SkillsCustomer relationship management
•   Business operationsChange management (end-to-end)
•   Process improvementProject management (scoping, planning, milestone tracking, documentation)
•   Risk managementAttributesCustomer-centric attitude and proactive approach
•   Team player: capable of working with and across functional teamsResults oriented: takes accountability as customer advocate and Thrive business owner
•   Digitally fluent: understands basic AI and workflow principlesActive listener: attentive to both customer and internal partners
•   Learning agility: willing to advance current knowledge levelExperience5+ years of digital experience as a CDM (Managed Services experience a plus)
•   Strong general business acumen (financial/P&L acumen a plus)ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
•   College degree preferred in a related field or commensurate work experienceGeneral understanding of technology and managed servicesDesired Behaviors
•   Teamwork: works well across customer and Thrive environmentsAdaptability: embraces constant change
•   Honest and high integrityStrong work ethic (dependable, confident)
•   Willingness to learn and continuously improveWillingness to lean in (run to the fire)
•   Ownership and accountabilityInitiative: proactive – acts without waiting to be toldAdded Skills That Will Help
•   Agile methodologySix SigmaThrive is committed to providing fair and equitable compensation practices for all employees and strive to provide competitive salaries that reflect the value and skills each team member brings to our organization. Salaries are determined according to the job's scope, market data, location, and the candidate’s qualifications, including experience and relevant education.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally protected status.

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