Managed Services Client Success Lead – BDO

Title of the Job: Managed Services Client Success Lead

Location: Oak Brook, IL

Job Description: Job Description:Job Summary:The Managed Services Client Success Lead will be responsible for supporting and ensuring the success of existing Managed Services client relationships while leading the account strategy activities that help our clients maximize the value of BDO Digital services within their business. This is a primary customer-facing role responsible for customer success by leading program delivery and maintaining strong customer relationships.The successful individual will have a proven track record in B2B account management of IT Managed Services to midsize organizations. This role will be focused on account relationship and management, customer service, and promoting how Managed Services and related technology solutions can address the customer’s business needs. The individual in this role will be responsible for building and growing strong, lasting, and successful partnerships with our clients.Job Duties:

• Supports delivery teams and is a primary point of contact accountable for day-to-day activities to ensure successful delivery of managed services offerings
• Builds and maintains strong IT and executive-level relationships
• Helps lead internal and customer facing communication and coordination in all activities taking place with customers
• Reviews all technical requests, projects, processes, and strategic initiatives and is the primary client liaison
• Gathers, manages, and reports on information on the business and IT objectives for customer organizations to identify customer needs and creates a shared plan to support customer outcomes
• Supports the execution of service level agreements and responsible for customer deliverables
• Guides client-specific processes and communication internally with delivery and operations team
• Reports business reviews (monthly/weekly/quarterly) with customer and BDO leadership
• Captures customer business requirements and expectations ensuring alignment between BDO and customer
• Leads account planning & strategy, budgeting, and roadmap development with the BDO account team
• Acts as point of escalation for customer relationship and satisfaction
• Maintains market, industry, and practice thought leadership awareness for promoting BDO’s expertise in the market to retain and expand services within existing customers
• Reviews and oversees contract, change requests, and negotiates terms of contracts against BDO organizational standards
• Supports growth of existing client recurring and project revenue individually and through co-selling to meet defined practice goals
• Guides opportunities as they are identified supporting customers initiatives
• Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities:Education:

• High School Diploma or GED, required
• Bachelor’s degree, preferred

Experience:

• Four (4) or more years’ experience managing and building relationships with clients and internal teams, required.
• Two (2) or more years’ experience managing client delivery and ensuring service levels agreements (SLA) or key performance indicators (KPI) are successfully met, required
• Mid-market technology solution experience across all IT services including outsourcing and Managed Services, preferred

License/Certifications:

• ITIL Certification or attained within first 6 months of employment, preferred
• Azure Fundamentals, preferred
• Microsoft 365 Fundamentals, preferred.

Software:

• Proficient in the use of Microsoft Office Suite, required
• ITSM platform experience, ServiceNow, preferred
• Client Relationship Management platform experience, Microsoft CRM, preferred

Language:

• N/A

Other Knowledge, Skills & Abilities

• Ability to present solutions to individual, small, or large audiences such as key customer stakeholders
• Ability to support successful business outcomes in Managed Services team delivery Cyber, Cloud & Infrastructure, and End User Support
• Comfortable reviewing contracts and business terms with clients that balance the client’s and BDO’s needs
• Understands the compensation incentive plan and strives to achieve stated goals
• Ability to identify cross selling opportunities within existing accounts
• Able to effectively identify and manage risk between BDO and its clients
• Strong business acumen with an ability to understand and communicate BDO’s business, marketplace, and value proposition
• Excellent time management and organizational skills
• Comfortable working in a deadline-driven environment and handling multiple initiatives simultaneously
• Excellent verbal and written communication as well as presentation skills
• Ability to travel to participate in customer meetings, events, or attend regional or national meetings, as necessary

Keywords: Account Management, Customer Success Manager, Account Manager, IT Managed Services, B2B, B to B, Client Relations, Client Retention, IT Services, Managed Services, Cross-selling, Microsoft, Customer Service, Service Delivery, Information Technology, Infrastructure, Cloud, Security, m365, Azure, AWS, IT strategyAbout Us:Join us at BDO, where you will find more than a career, you’ll find a place where your work is impactful, and you are valued for your individuality. We offer flexibility and opportunities for advancement. Our culture is centered around making meaningful connections, approaching interactions with curiosity, and being true to yourself, all while making a positive difference in the world.At BDO, our purpose of helping people thrive every day is at the heart of everything we do. Together, we are focused on delivering exceptional and sustainable outcomes and value for our people, our clients, and our communities. BDO is proud to be an ESOP company, reflecting a culture that puts people first, by sharing financially in our growth in value with our U.S. team. BDO professionals provide assurance, tax and advisory services for a diverse range of clients across the U.S. and in over 160 countries through our global organization.BDO is the first large accounting and advisory organization to implement an Employee Stock Ownership Plan (ESOP). A qualified retirement plan, the ESOP offers participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being. The ESOP stands as a compelling addition to our comprehensive compensation and Total Rewards benefits* offerings. The annual allocation to the ESOP is fully funded by BDO through investments in company stock and grants employees the chance to grow their wealth over time as their shares vest and grow in value with the firm’s success, with no employee contributions.We are committed to delivering exceptional experiences to middle market leaders by sharing insight-driven perspectives, helping companies take business as usual to better than usual. With industry knowledge and experience, a breadth and depth of resources, and unwavering commitment to quality, we pride ourselves on:

• Welcoming diverse perspectives and understanding the experience of our professionals and clients
• Empowering team members to explore their full potential
• Our talented team who brings varying skills, knowledge and experience to proactively help our clients navigate an expanding array of complex challenges and opportunities
• Celebrating ingenuity and innovation to transform our business and help our clients transform theirs
• Focus on resilience and sustainability to positively impact our people, clients, and communities
• BDO Total Rewards that encompass so much more than traditional “benefits.”

*Benefits may be subject to eligibility requirements.Equal Opportunity Employer, including disability/vets

Company Name: BDO

Salary:

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