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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer engagement across a mid-tail portfolio, focusing on service delivery, SLA performance, and proactive risk identification. Skilled in developing success plans, driving adoption, and fostering collaborative relationships with stakeholders.
Highest-signal resume keywords
Customer Engagement ManagementService Delivery GovernanceSuccess Planning and KPI DevelopmentRisk Identification and ManagementCollaboration with Sales and Renewals
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service DeliverySLA ManagementKPI DevelopmentBusiness Review ExecutionRisk ManagementData AnalysisCustomer Success PracticesValue RealizationProactive Portfolio ManagementITIL-Aligned Service Management
Soft Skills
Customer-FocusedProactiveOrganizedCollaborativeStrong Communication
Industry Keywords
Managed ServicesService Credit FrameworksRenewal ReadinessConsumption TrendsContinuous Learning
About the role
Key responsibilities & impact- Proactively manage engagement cadence across a mid-tail customer portfolio
- Plan customer engagement around service reviews, contract anniversaries, and renewal milestones
- Align customer engagement with Service Delivery governance cadence
- Develop and maintain account success plans and KPIs
- Run six-monthly business reviews covering service performance, outcomes, and improvement actions
- Identify service performance, incident, and escalation risks
- Track service performance, contracted scope, usage, lifecycle, consumption, and growth trends
- Keep customers informed of consumption trends and potential scope or demand changes
- Provide Renewals with timely information to process renewals
- Partner with Service Delivery on SLA performance, escalations, and service improvements
- Accelerate adoption and time-to-value after service transition
- Identify and progress expansion opportunities with Sales
- Ensure full coverage of the mid-touch portfolio and adjust coverage to demand
- Turn customer insights into repeatable patterns and scalable customer-success practices
Requirements
What you’ll need- Experience running a proactive, scaled customer cadence across a mid-tail portfolio
- Experience working in or alongside a managed services environment, with a good understanding of service delivery, SLAs, and contracted scope
- Solid success-planning skills, building outcome- and KPI-led plans and running business reviews
- Strong ability to identify risk, spotting early warning signals and keeping accounts renewal-ready for the Renewals team to execute
- Ability to drive adoption and value realisation following service transition, turning service usage into outcomes
- Strong commercial awareness, confident in value conversations and clear on renewal readiness
- Awareness of managed services delivery models, ITIL-aligned service management, and SLA and service-credit frameworks (desirable)
- Customer-focused and relationship-driven
- Proactive and organised, able to manage a portfolio at scale
- Collaborative, partnering effectively with Sales, Renewals, and Service Delivery teams
- Data-driven and improvement-focused
- Strong communication and stakeholder management
- Resilient and adaptable under competing priorities
- Committed to continuous learning and development
Benefits
Comp & perks- Hybrid work arrangement
- Commitment to continuous learning and development
- AI learning and experimentation opportunities
- Supportive, equitable, transparent, and respectful hiring process
- Growth support and collaborative work environment