Client Success Manager supporting Vivo Care’s remote patient monitoring and chronic care platforms for US healthcare practices. Managing onboarding, adoption, training, relationships, reporting, and ongoing client support.
About the role
- Enterprise Client Delivery Manager at F12 coordinating service delivery for complex enterprise clients. Leading governance, performance improvement, and stakeholder alignment initiatives.
Responsibilities
- Client commitment to ownership and delivery orchestration
- Coordinate activities across F12 delivery streams, maintain a single integrated view of commitments, deadlines, dependencies, and risks for the defined set of strategic clients.
- Governance, cadence, and reporting
- Run/coordinate monthly and quarterly service meetings, prepare summaries, maintain action/risk logs, and ensure follow-through.
- Escalation and issue management
- Act as the delivery escalation point for service issues, ambiguous requests, out-of-scope items, and cross-team blockers.
- Hands-on leadership and delivery support
- A contributor who remains close to the delivery reality, stepping in as required to directly support coordination, problem-solving, and issue resolution. They are pragmatic and action-oriented—ensuring that gaps are not only identified but actively resolved through direct contribution when necessary.
- Stakeholder alignment and expectation management
- Ensure F12 and client stakeholders are aligned on priorities, scope, delivery rhythm, and required decisions.
- Performance and continuous improvement
- Track whether delivery is meeting contractual intent, highlight gaps, and drive structural improvements in process, coordination, and service visibility.
- Structured intake and out-of-scope coordination
- Triage new asks, route decisions, and convert unclear requests into governed actions or properly scoped follow-on work.
Requirements
- 7–10+ years of experience in service delivery management, client success, managed services, or program delivery within an MSP, enterprise IT services, or consulting environment.
- Proven experience coordinating delivery for complex enterprise clients across multiple technical and operational workstreams.
- Strong experience with client governance, service reviews, status reporting, escalations, KPI/SLA oversight, and continuous improvement.
- ITIL, PMP, PRINCE2, Prosci, or similar service delivery / project / change management certification.
- Experience working with Microsoft-centric enterprise environments involving Microsoft 365, Copilot, endpoint, cloud, security, or adoption/change programs.
- Demonstrated ability to manage stakeholder expectations and build trusted relationships across technical, operational, and leadership audiences.
- Strong understanding of managed services delivery, service scope governance, and structured handling of escalations and out-of-scope requests.
- Sufficient technical fluency to work effectively with Microsoft-focused delivery teams across M365, cloud, security, endpoint, and project services.
- Strong organizational, communication, and follow-through skills, with the ability to bring structure and clarity to complex client commitments.
- Must be eligible and willing to travel to the United States on an as-needed basis to support client engagements and organizational objectives.
Benefits
- Three weeks’ vacation plus extra Flex Days
- Leadership development opportunities
- Growth coaching
- Reimbursements for educational advancement and certifications
- Health Spending Account or RRSP matching
- Extended health care
- Dental and vision coverage
- Disability and life insurance
- Employee assistance program
- Tuition reimbursement
- Paid time off
- On-site parking
- High-class office amenities
- Company events
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