Customer Success Manager

Client Success Program Manager

Position Summary

The Client Success Program Manager combines client success, project management, program governance, and service coordination for complex client engagements involving projects, service workstreams, operational activities, third-party resources, and managed services.

This role serves as both the primary Client Success lead and project manager for assigned engagements unless additional support is added based on scale or complexity. It maintains alignment between client objectives, Encore commitments, delivery execution, operational readiness, financial coordination, and ongoing support expectations.

This is not an Account Management or sales role. The Account Manager owns the account relationship, commercial activity, renewals, and overall account strategy. Delivery resources continue to report through their respective service towers and functional leadership.

Key Responsibilities

• Serve as the primary client-facing point of coordination and project manager for assigned complex or strategic engagements.
• Document client objectives, contractual commitments, expected outcomes, governance needs, and measures of success.
• Maintain an integrated view of project, professional services, managed services, operational, financial, and supporting service tower activities.
• Manage project scope, schedules, milestones, budgets, deliverables, dependencies, risks, issues, decisions, resources, and success criteria.
• Coordinate work across engineers, managed services teams, operational groups, subject matter experts, third-party partners, subcontractors, and client stakeholders.
• Maintain project plans, status reports, action registers, decision logs, risk and issue registers, milestone trackers, dependency logs, and governance documentation.
• Monitor delivery progress against approved scope, schedule, budget, milestones, contractual commitments, and client expectations.
• Identify, document, and manage risks, issues, assumptions, dependencies, scope changes, decisions, and escalations.
• Facilitate project status meetings, program reviews, service delivery reviews, executive briefings, and steering committee meetings.
• Provide clear client and internal communication regarding delivery status, risks, decisions, service impacts, financial considerations, schedule changes, and escalations.
• Partner with subject matter experts for technical guidance while retaining responsibility for project structure, governance, communication, coordination, and follow-through.
• Lead service delivery reviews and convert findings into documented actions, accountable owners, expected outcomes, and improvement activities.
• Maintain visibility into client health, service quality, delivery performance, service adoption, and overall engagement health.
• Coordinate monthly invoicing inputs with Service Operations, delivery teams, service leaders, and Finance.
• Monitor project budgets, financial attainment, forecasts, and material variances, escalating concerns as needed.
• Coordinate transitions between implementation, project delivery, hypercare, operational support, and managed services.
• Develop transition plans covering operational readiness, documentation, knowledge transfer, service ownership, support boundaries, escalation paths, governance, and acceptance criteria.
• Identify client concerns, service gaps, delivery risks, recurring issues, and improvement opportunities and coordinate response plans.
• Support vendor-sponsored programs, required client adoption activities, and related outcome tracking.
• Provide appropriate client and delivery insight to Account Management and internal stakeholders without owning sales or commercial activity.
• Achieve and maintain vendor-based certifications as required and perform other related duties as business needs evolve.

Required Qualifications

• Bachelor’s degree in Business Administration, Information Technology, Computer Science, Project Management, or a related field is desirable, or equivalent professional experience.
• PMP certification required.
• Minimum of five years of experience in project management, program management, Client Success, service delivery management, professional services, managed services, IT operations, or a related role.
• Experience managing complex technology projects or programs involving multiple teams, stakeholders, workstreams, sites, vendors, and dependencies.
• Strong understanding of project management methodologies, governance practices, service delivery workflows, operational readiness, and managed services environments.
• Proven ability to manage scope, schedules, budgets, milestones, resources, risks, issues, dependencies, changes, reporting, and stakeholder communication.
• Strong organizational, documentation, facilitation, executive communication, relationship management, problem-solving, and client advocacy skills.
• Ability to coordinate and influence technical, operational, delivery, third-party, and leadership stakeholders without direct reporting authority.
• Strong business and financial awareness, including project budgets, invoicing inputs, scope changes, forecasts, financial attainment, and service-related financial information.
• General working knowledge of professional and managed service environments, including network and wireless, infrastructure, security, collaboration, service desk, NOC or ITOC, workspace and on-site IT, data protection, compute and storage, data and AI, or related technology services.
• Experience with Salesforce, professional services automation platforms, project portfolio management tools, Microsoft Project, or reporting platforms is preferred.
• Experience coordinating project-to-managed-service transitions, multi-site infrastructure initiatives, third-party providers, subcontractors, or complex client environments is preferred.
• Ability and willingness to travel, work from client locations when necessary, support critical activities outside normal business hours, and maintain required vendor certifications.

Success Measures

• Client objectives, contractual commitments, project execution, service activities, and managed service outcomes remain visible and aligned.
• Projects are managed consistently through defined scope, schedules, milestones, budgets, risks, issues, dependencies, changes, and reporting practices.
• Clients receive clear, timely, accurate, and consistent communication across projects, services, risks, decisions, changes, and operational activities.
• Internal teams and client stakeholders maintain shared understanding of responsibilities, priorities, commitments, ownership, and next steps.
• Risks, issues, service gaps, and dependencies are identified early, assigned appropriately, communicated clearly, and managed through resolution.
• Project-to-managed-service transitions are organized, documented, and completed with clear operational readiness, support boundaries, ownership, escalation paths, and governance.
• Monthly invoicing and financial handoffs are supported by complete, accurate, and timely project and service-delivery information.
• Client and internal stakeholders view the role as organized, proactive, credible, responsive, and effective at maintaining alignment across complex work.

Prime Deliverables

Professional & Managed Services

•Backup/Data Protection

•Collaboration

•Compute/Storage

•Data & AI

•Network/Wireless

•Network/IT Operations Center (NOC / ITOC)

•Infrastructure Managed Services (IMS)

•Security

•Service desk

•Workspace & on-site IT

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.