Client Success Manager jobs in United States
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Encore · 1 week ago

Client Success Manager

positionNorwood, OH
timeFull-time
remoteHybrid
senioritySenior Level
date5+ years exp

Encore Technologies is seeking a Customer Success Manager to play a pivotal role in ensuring client satisfaction and operational excellence within their IT Managed Services portfolio. This position involves strategic leadership, client relationship management, and collaboration with cross-functional teams to optimize service delivery.

Event ManagementEvent PromotionEvents

Responsibilities

Provide strategic direction and leadership for the IT Managed Services program
Oversee the planning, execution, and delivery of managed services, ensuring alignment with organizational objectives
Build and maintain strong relationships with clients to understand their IT needs and ensure delivery meets or exceeds expectations
Act as the primary point of contact for client escalations and issue resolution
Define and enforce service level agreements (SLAs) for managed services
Monitor and optimize service delivery processes to ensure efficiency and quality
Implement best practices and industry standards for IT service management
Collaborate with cross-functional teams, including technical teams, sales, and support, to ensure seamless service delivery
Foster a collaborative and high-performance culture within the managed services team
Manage the financial aspects of the IT Managed Services program, including budgeting, forecasting, and cost optimization
Ensure the program is financially viable and meets profitability targets
Identify opportunities for process improvement and innovation within the managed services program
Implement initiatives to enhance service delivery efficiency and effectiveness
Proactively identify and mitigate risks related to service delivery, security, and compliance
Develop and implement risk mitigation plans to ensure uninterrupted service
Other duties as assigned

Qualification

IT Managed ServicesClient Relationship ManagementLeadershipFinancial ManagementProblem-SolvingCommunication SkillsInterpersonal SkillsTeam Collaboration

Required

Bachelor's degree in Information Technology, Business, or more than 5 years of experience leading managed services clients
Proven experience in leadership, particularly in IT managed services
In-depth knowledge of IT service delivery models, best practices, and emerging trends
Strong client-facing and interpersonal skills with the ability to build and maintain relationships
Demonstrated ability to lead and motivate cross-functional teams to achieve program objectives
Financial acumen with experience in budgeting and financial management
Strong problem-solving skills and the ability to make informed decisions in a fast-paced environment
Excellent communication skills, both written and verbal

Preferred

Relevant certifications (e.g., PMP, ITIL) is a plus

Company

Encore

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Encore Creative is a production and event management company.
dateFounded in 2018
location
Schiller Park, Illinois, USA
people-size10001+ employees
web-link
https://www.encoreglobal.com/

Funding

Current Stage
Late Stage
Total Funding
unknown
2025-03-06Acquired

Leadership Team

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Jessie Essman
VP, Enterprise Project Management
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Evan Swidler
Chief Human Resources Officer
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Recent News

PR Newswire
Encore Names Evan Swidler Chief Human Resources Officer
2026-01-05
PR Newswire
Encore Announces Acquisition of FIRST, a Leading Global Brand Experience Agency
2025-12-02
PR Newswire
Encore Leverages AI Tools to Reshape Events for Gen Z
2025-11-07
Company data provided by crunchbase