Client Delivery Manager

Thrive•Tampa, FL

19h•$75,000 - $120,000

About The Position

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 clients realize the full value of 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. The role is remote or hybrid, with travel to client sites. It involves understanding customers’ business problems, identifying pain points and desired outcomes, and demonstrating measurable value. The CDM partners with Thrive teams to solve complex customer problems, optimize service utilization, support best-practice adoption, and improve customer satisfaction, health, advocacy, and retention. The role also manages contract financial performance, identifies account growth opportunities, and prepares and drives successful renewals. The CDM oversees customer onboarding, training and enablement, advocacy initiatives, and prompt resolution of escalations. Performance is evaluated using KPIs including NPS/CSAT, retention, NRR/GRR, and customer engagement.

Requirements

At least 5 years of digital experience as a Client Delivery Manager; managed services experience is a plus.
Strong general business acumen; financial and P&L acumen is a plus.
ITIL/ITSM, Lean Six Sigma, or other relevant industry certifications.
General understanding of technology and managed services.
Customer relationship management skills.
Business operations knowledge.
End-to-end change management skills.
Process improvement skills.
Project management skills, including scoping, planning, milestone tracking, and documentation.
Risk management skills.
Customer-centric attitude and proactive approach.
Ability to work across customer and functional teams.
Results-oriented approach, with accountability as a customer advocate and Thrive business owner.
Digital fluency, including understanding of basic AI and workflow principles.
Active listening skills with customers and internal partners.
Learning agility and willingness to advance current knowledge.
Teamwork, adaptability, honesty, high integrity, dependable work ethic, willingness to learn and improve, ownership, accountability, and initiative.
Willingness to lean in and address challenging situations.
College degree in a related field or commensurate work experience; a degree is preferred.

Nice To Haves

Managed Services experience.
Financial or P&L acumen.
Agile methodology.
Six Sigma.

Responsibilities

Build strategic relationships with key client stakeholders and serve as the primary contact for assigned accounts.
Identify customer pain points and desired outcomes affected by contracted services, and provide measurable value realization.
Partner with Thrive resources to solve complex customer problems and meet customer expectations.
Help customers optimize use of existing and available products and services, and ensure best-practice adoption.
Improve customer lifetime value through product adoption, customer satisfaction, account health, advocacy, and referenceability.
Manage contract P&L to meet expectations and improve year over year.
Identify opportunities to expand account revenue.
Prepare and drive successful contract renewals.
Manage customer onboarding activities.
Facilitate training and enablement.
Drive customer advocacy initiatives.
Manage and resolve escalations promptly.