Manager, Client Engagement Systems & Performance
About The Position
We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. The Manager of Client Engagement Systems & Performance is accountable for transforming New Charter’s client engagement strategy into a scalable, measurable, and outcomes-driven operating model across New Charter. This role maintains the systems, standards, and performance accountability behind the tools and best practices New Charter utilizes to engage clients—spanning Lifecycle Manager (ScalePad LMX), Client Business Reviews (CBRs), and client sentiment (CES, CSAT, NPS). Success in this role is defined by platform adoption, operational consistency, and measurable impact on retention, client experience, and growth. This is not a tool administration role. It is a platform ownership and performance leadership role that connects technology, process, and data to business outcomes.
Requirements
- 5–8+ years in MSP operations, client engagement leadership, or SaaS platform governance
- Proven track record driving larger company adoption of technology platforms
- Experience with ScalePad Lifecycle Manager (LMX)
- Experience building reporting frameworks and performance analytics
- Demonstrated ability to lead cross-company initiatives without direct authority
- Strong executive communication and presentation skills
- Strong project management and organization skills
Nice To Haves
- Strong understanding of PSA, RMM, and ScalePad solutions
- Experience with Monday.com or similar project management tools
- Hands-on experience and understanding of CES, CSAT, and NPS programs
- Background in private equity-backed or multi-tenancy organizations
- Experience with systems integration and automation design
Responsibilities
- Platform Ownership & Strategic Alignment
- New Charter Adoption & Governance
- Client Engagement & CBR Excellence
- Client Sentiment System Ownership (CES / CSAT / NPS)
- Data, Reporting & Business Impact
- Program Management & Execution
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
501-1,000 employees
