Client Delivery Manager, Thrive

• The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success
• Customer relationship management
• Business operations
• Change management (end-to-end)
• Process improvement
• Project management (scoping, planning, milestone tracking, documentation)
• Risk management
• Customer-centric attitude and proactive approach
• Team player: capable of working with and across functional teams
• Results oriented: takes accountability as customer advocate and Thrive business owner
• Digitally fluent: understands basic AI and workflow principles
• Active listener: attentive to both customer and internal partners
• Learning agility: willing to advance current knowledge level
• 5+ 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 experience
• General understanding of technology and managed services
• Teamwork: works well across customer and Thrive environments
• Adaptability: embraces constant change
• Honest and high integrity
• Strong work ethic (dependable, confident)
• Willingness to learn and continuously improve
• Willingness to lean in (run to the fire)
• Ownership and accountability
• Initiative: proactive – acts without waiting to be told

Desirable

• 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
• 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)
• Solve 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
• Manage customer onboarding activities
• Facilitate training and enablement
• Drive customer advocacy initiatives
• Manage and resolve escalations promptly
• Tools:
• ServiceNow Platform
• CustomerGauge
• Key Performance Indicators (KPIs):
• NPS / CSAT
• Retention
• NRR / GRR (FY27)
• Engagement (account activity, executive/POC engagement)