Client Delivery Manager

Thrive

. Build strategic relationships with key client stakeholders .

Posted 10/24/2026full-timeHolland • Michigan • United StatesMid-LevelSenior💰 $75,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing client relationships, optimizing product utilization, and driving customer advocacy initiatives. Proficient in contract management, P&L oversight, and leveraging industry certifications to enhance service delivery.

Highest-signal resume keywords

Client Relationship ManagementContract Management and P&L OversightCustomer Advocacy InitiativesServiceNow Platform ExperienceITIL/ITSM Certification

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Relationship ManagementBusiness OperationsChange ManagementProcess ImprovementProject ManagementRisk ManagementDigital ExperienceAgile MethodologyLean Six SigmaKPI Tracking

Soft Skills

Customer-Centric ApproachProactive AttitudeAccountabilityCollaborationAdaptabilityResults-Oriented

Tools & Technologies

ServiceNow PlatformCustomerGauge

Certifications & Qualifications

ITIL CertificationITSM CertificationLean Six Sigma Certification

Industry Keywords

Managed ServicesCustomer SatisfactionCustomer RetentionCustomer EngagementContract Renewals

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Build strategic relationships with key client stakeholders
Identify current client pain points and desired outcomes affected by contracted services
Provide measurable customer value realization
Partner with Thrive resources to solve complex customer problems
Help customers optimize utilization of existing and available products and services
Ensure best-practice adoption across customer environments
Drive customer lifetime value through product adoption, satisfaction, health scores, advocacy, and references
Manage contract P&L and improve year-over-year results
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

Build strategic relationships with key client stakeholders
Identify client pain points and desired service outcomes
Solve complex customer problems with internal resources
Optimize customer utilization of products and services
Ensure best-practice adoption
Manage contract P&L and improve year-over-year performance
Identify account expansion opportunities and drive revenue growth
Prepare and drive contract renewals
Manage customer onboarding, training, enablement, advocacy, and escalations
Experience with ServiceNow Platform and CustomerGauge
Knowledge of customer relationship management, business operations, change management, process improvement, project management, and risk management
Customer-centric, proactive, accountable, collaborative, adaptable, and results-oriented approach
Basic understanding of AI and workflow principles
5+ years of digital experience as a Client Delivery Manager; Managed Services experience is a plus
Strong general business acumen; financial/P&L acumen is a plus
ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
College degree in a related field preferred, or commensurate work experience
General understanding of technology and managed services
Agile methodology and Six Sigma skills are helpful