Client Success Manager

Job Description Client Success Manager At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace. Our DXC account teams advise, create, orchestrate and drive value for customers by bringing the best of DXC to our customers. Customers ask us to help them solve their most critical technology needs and we proactively share relevant ideas, insights and experience to create a plan for addressing those needs. The Client Success Manager is a direct client contact position responsible for leading delivery of all high value and in‑scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met. The CSM works with business partners and vendors using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Service Team (AST) operational model driving best‑in‑class TCE and Quality. The CSM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination. The CSM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to client’s strategic business plan, and create incremental revenue opportunities. The CSM owns the cost expense within the account and actively seeks opportunities to drive down the cost of delivery. The CSM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and the company delivery organizations. The CSM develops and nurtures an excellent client relationship at the executive level along with supporting the Client Manager in establishing the customer as a Reference Account and supporting growth opportunities. Client Success Managers ensure client satisfaction, retention and long‑term success with DXC. They focus on proactive problem‑solving, client advocacy and maximizing the value our clients receive from DXC services. Client intimacy (NPS / CSAT) Renewal rate Revenue & AOP to plan Deliver to plan of record (POR) Expansion revenue Forecasting accuracy Client churn rate Monthly recurring revenue Employee engagement Protect existing revenue and drive revenue growth Act as a bridge between the client and DXC, helping both achieve their goals Build strong relationships with clients, understanding their needs and goals Guide clients through the onboarding process, ensuring successful product adoption Focus on client retention, renewals, and identifying upsell opportunities Advocate for clients within the company, ensuring their voice is heard Monitor and ensure adherence to contractual terms, including SLAs and deliverables Take a holistic approach to client care and collaborate with stakeholders across DXC to resolve issues or offer solutions Proactively address all client issues, provide solutions, and offer strategic advice, regardless of service / product Develop and nurture senior management or executive‑level relationships with the customer Own customer operational relationship, develop & nurture excellent customer satisfaction Understand customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan Develop strategies and processes with the customer in areas such as performance metrics, escalation change management, and communication Principle contact for operational & tactical issues representing delivery of all services, manage customer expectations by developing performance metrics & reporting, escalation management & communication plan Own expense/cost target commitments for all service delivery requirements, developing, implementing & monitoring expense controls Effectively and proactively manage risk for high to very high‑risk projects Hire leads and provide technical and managerial leadership to cross‑functional teams, including 3rd party vendors, to ensure performance goals are met for all in‑scope services across all towers Develop and lead AST & all delivery organizations to timely, cost‑effective delivery of SLA requirements, identifying & recommending optimization while managing scope, resources & coordination Manage account service delivery plan Contribute to strategic account plan Negotiate with and manage 3rd party vendors contributing to contractual requirements Develop solutions and participate in presales & change order negotiations, representing & approving delivery capability & cost solutions Identify incremental revenue opportunities and support pursuit activities Assure compliance with the company and customer's HR, PR, legal, financial, ethics and government‑related policies, strategies, and processes Contribute to the organization's strategic business plan to drive the company's goals and initiatives Identify cross‑business unit optimization opportunities and drive improvement efforts Develop and drive knowledge management strategies to drive organizational maturity Contribute to developing and implementing ADM methodology and tools to support the customer engagement model Education and experience required: first‑level university degree or equivalent 8‑15 years overall related experience and at least 5 in a similar role Multicultural and Mexico region experience Build & manage strong customer relationships at executive level Excellent influence & negotiation skills Apply business management, financial concepts & contract knowledge to analyze business needs and develop recommendations Understand and analyze issues or problems to develop & implement corrective action plans Apply appropriate technical knowledge and methods to resolve very complex business issues Leadership ability to build & manage a cross‑cultural, cross‑tower, cross‑business team for effective & efficient customer support Manage risk proactively & effectively on high to very high‑risk projects Coach & mentor experts & specialist ADM; develop & consistently apply quality & continuous improvement plans Develop & present high‑impact messages to executive‑level management Excellent communication skills: verbal, written & presentation, capable of representing the company at external customer & industry events Industry sector knowledge (finance, manufacturing, etc.) Crisis & conflict management Other Qualifications An advanced degree in a relevant field is a plus Relevant certifications such as PMP (Project Management Professional) is a plus Work Environment Office: New York City or New Jersey Must be able to go to the client at least 3 times a week Compensation range: $110,300 - $204,800. Full‑time hires eligible to participate in the DXC benefit program, including health, dental, vision, life, disability, retirement, paid holidays & PTO. DXC Technology values strong connections and community. Our work model prioritizes in‑person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. Equal Opportunity Employer DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. We participate in E‑Verify. 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