Client Success Manager

Job Description:

Job Description

At DXC, we use the power of technology to deliver mission-critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing, and the modern workplace.

Our DXC account teams advise, create, orchestrate, and drive value for customers by bringing the best of DXC to our customers. Customers ask us to help them solve their most critical technology needs and we proactively share relevant ideas, insights, and experience to create a plan for addressing those needs.

About the Role

The Client Success Manager (CSM) is the primary client contact responsible for leading the delivery of all high-value, in-scope contracted services, ensuring that performance goals and cost commitments are met. The CSM collaborates closely with business partners and vendors, leveraging leadership skills and technical expertise to develop, implement, and lead a customer-centric operational model, driving best-in-class TCE (Total Customer Experience) and quality. This role is focused on proactively managing customer satisfaction by addressing potential service delivery issues, optimizing resources, managing scope and cost, and ensuring proper coordination across all involved teams.

The CSM also strives to understand the client at local, country, regional, and global levels to analyze delivery requirements, contribute to the client's strategic business plans, and create opportunities for incremental revenue. Additionally, the CSM is responsible for managing the cost structure within the account, actively seeking opportunities to drive down delivery costs. As the sole point of accountability for service delivery, the CSM ensures that all delivery targets, service excellence, and financial models are met, serving as the main contact for all operational and tactical issues related to the client and delivery organizations.

Key Responsibilities:

Delivery:

• End-to-End Service Delivery Management: Oversees the delivery of all contracted services, ensuring adherence to Service Level Agreements (SLAs) and contractual commitments while managing any issues during service delivery.
• Leadership of Service Teams: Lead and coordinate cross-functional teams, including third-party vendors, to ensure performance goals, timelines, and quality standards are met. The CSM develops and implements strategies for continuous improvement in service delivery.
• Operational Relationship Management: Acts as the primary contact for all operational and tactical issues, managing client expectations by creating performance metrics and communication plans.
• Service Delivery Optimization: Identifies and recommends areas of improvement in service delivery, managing scope, resources, and coordination between teams to ensure timely and cost-effective service delivery.

Financial:

• Cost and Budget Management: The CSM is accountable for the financial commitments, and ensures compliance with the Plan of Record (POR) finance model. The CSM develops, implements, and monitors expense controls for all service deliveries.
• Delivery Cost Optimization: Identifies opportunities to reduce delivery costs without compromising service quality, and collaborate with all involved stakeholders.
• Forecasting and Revenue Management: Ensures accurate forecasting and contributes to revenue growth by identifying expansion opportunities and optimizing operations.
• Financial Risk Management: Proactively monitors and manages financial risks associated with high-risk projects, developing and implementing corrective action plans when necessary.

Sales:

• Client Retention and Account Expansion: Proactively ensure client retention by identifying renewal opportunities and upsell potential. Promotes the adoption of new services and solutions within the account.

• Strategic Relationship Management: Develops and maintains senior-level relationships with client executives, ensuring a strong, long-term partnership. Acts as the client's advocate within DXC.
• Revenue Growth Identification: Actively participate and identify incremental revenue opportunities, support sales strategies, and contribute to new business development.
• Negotiation Support: Collaborates in contract negotiations and changes to service scope, approving delivery and cost solutions that align with client requirements.
• Identify upselling, cross-selling, and contract renewal opportunities.

Key Performance Indicators (KPIs):

• NPS / CSAT (Net Promoter Score / Customer Satisfaction)
• Contract Renewal Rate
• Revenue & AOP (Annual Operating Plan)
• Adherence to Plan of Record (POR)
• Expansion Revenue within the Account
• Forecasting Accuracy
• Client Churn Rate
• Monthly Recurring Revenue (MRR)
• Employee Engagement

Education and Experience Requirements:

• Education: First-level University Degree or equivalent combination of education and experience.
• Experience: 8-15 years of overall relevant experience with at least 5 years in a similar role, with experience in Service Delivery and Sales.
• Certifications in ITIL, Scrum, and PMP are a plus.

Knowledge and Skills:

• Proven ability to build and manage strong customer relationships at the executive level.
• Strong influence and negotiation skills.
• Ability to apply business management, financial concepts, and contracts knowledge to analyze business needs and develop recommendations.
• Strong analytical skills to diagnose issues and implement corrective action plans.
• Leadership experience, building and managing cross-cultural, cross-functional, and cross-business teams to deliver efficient customer support.
• Expertise in managing risks proactively and effectively, especially in high-risk projects.
• Ability to coach and mentor experts and specialists, applying Quality and Continuous Improvement Plans.
• Skilled in developing and presenting high-impact messages to executive-level management.
• Advanced English proficiency (oral and written).
• Excellent communication skills: verbal, written, and presentation capable of representing the company at external customer and industry events.
• Industry sector knowledge (finance, manufacturing, others).
• Crisis and conflict management.
• Strong financial management capabilities.

Joining DXC connects you to brilliant people who embrace change opportunities to advance their careers and amplify customer success. At DXC, we support each other and work as a team—globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity, and inclusion and is dedicated to strong ethics and corporate citizenship

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