Manager, Client Success

Are you passionate about solving business needs with both people and technology? Do you want to work with a team that represents industry-leading capabilities supporting dynamic global organizations?

We are looking for a dynamic and results-focused Manager, Client Success for our Toronto branch who will oversee a key projects service delivery team to enable and ensure the success of highly strategic client projects! This is a stakeholder facing role and requires that you establish and manage processes at a high standard, drive the consulting team to achieve those expectations, and engage effectively with clients to understand and address their needs.

A Day in the Life:

• People
• Work with the service delivery team to ensure service delivery meets the expectations of our enterprise clients
• Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed
• Work with the recruitment team to create accurate job requirements and collaborate throughout the hiring process to achieve successful and high-quality hires
• Ensure that new team members are properly on-boarded and role expectations are clearly understood
• Remove barriers and roadblocks to help team members complete their work
• Facilitate a constructive and supportive quarterly Career Life Planning (CLP) experience
• Act as the owner of the change and escalation processes, ensuring high levels of performance, reporting accuracy and establishing delivery improvement activities when required
• Business
• Ensure accurate forecasting
• Attention to and tracking of timesheets, vacation requests, and training
• Consistent, effective reporting on your business
• Manage your team’s utilization and work with the resource management team to meet current project resource demands and plan for future growth in client projects
• Act as a Long View ambassador, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
• Drive solution innovation within your team aligned to client and market demands
• Clients
• Effective engagement with Account Teams to support client requirements
• Point of escalation for clients
• Establish and maintain strong relationships with key clients in order to understand their business and how to best support them

What You Bring:

• 15+ years of experience in a consulting or professional services environment, with 10 of those years being in a managerial role that included full financial accountability
• Proven experience in leading IT professional services delivery: managed IT services, business transformation, security, and cloud adoption across all major public cloud providers
• An understanding of Agile projects, enterprise architecture frameworks (TOGAF, Zachman)
• Expertise to guide clients through ERP implementations (MS Dynamics 365), from analysis and design to deployment and ongoing improvement
• Exceptional leadership with proven ability to lead large teams and the willingness to mentor junior staff
• Strong financial acumen, with experience managing complex budgets in excess of $8MM annually
• Passionate about customer satisfaction and service improvement

Why Work at Long View?

• Great people and culture
• Interesting work - Be part of exciting projects while accessing all the latest technologies
• Flexible environment - A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness
• Fun is one of our core values