Client Delivery Manager

Thrive

. Build strategic relationships with key client stakeholders .

Posted 9/19/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer relationship management, contract management, and process improvement, with a strong focus on driving product adoption and customer satisfaction. Proficient in managing P&L, tracking KPIs, and facilitating training and enablement initiatives.

Highest-signal resume keywords

Customer Relationship ManagementContract ManagementProcess ImprovementProject ManagementITIL/ITSM Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Digital ExperienceBusiness OperationsEnd-to-End Change ManagementRisk ManagementAgile MethodologyLean Six SigmaKPI TrackingP&L ManagementCustomer AdvocacyTraining Facilitation

Soft Skills

Customer-Centric ApproachProactive AttitudeResults-Oriented MindsetAdaptabilityStrong Listening Skills

Tools & Technologies

ServiceNow PlatformCustomerGauge

Certifications & Qualifications

ITIL CertificationITSM CertificationLean Six Sigma Certification

Industry Keywords

Managed ServicesDigital ExperienceCustomer SatisfactionAccount HealthChange Management

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Build strategic relationships with key client stakeholders
Identify client pain points and desired outcomes affected by contracted services
Provide measurable value realization to customers
Solve complex customer problems by partnering with Thrive resources
Help customers optimize utilization of existing and available products and services
Ensure best-practice adoption across customer environments
Drive product adoption, customer satisfaction, account health, advocacy, and referenceability
Manage contract P&L and improve year-over-year performance
Identify account growth opportunities and expand revenue
Prepare and drive successful contract renewals
Manage customer onboarding activities
Facilitate training and enablement
Drive customer advocacy initiatives
Manage and resolve escalations promptly
Track KPIs including NPS/CSAT, retention, NRR/GRR, and engagement

Requirements

What you’ll need

5+ years of digital experience as a CDM; Managed Services experience a plus
Strong general business acumen; financial/P&L acumen a plus
ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
College degree preferred in a related field or commensurate work experience
General understanding of technology and managed services
Customer relationship management
Business operations
End-to-end change management
Process improvement
Project management, including scoping, planning, milestone tracking, and documentation
Risk management
Familiarity with ServiceNow Platform and CustomerGauge
Understanding of basic AI and workflow principles
Agile methodology and Six Sigma knowledge helpful
Ability to work with and across functional teams
Customer-centric, proactive, results-oriented, and accountable approach
Strong listening, learning agility, adaptability, integrity, work ethic, initiative, and willingness to continuously improve

Benefits

Comp & perks

Guidance, training and experience necessary to build a career
Remote / hybrid work arrangement