Client Success Manager

Role Overview

This role complements the Account Manager by focusing on service transparency, client value realization, and operational trust, while the Account Manager leads commercial strategy and growth.

Key Responsibilities

• Monitor and ensure SLA, OLA, and CSAT performance (target ≥ 92%).
• Track service utilization across towers (MDS, WMS, MPS, BT IaaS) and identify adoption gaps.
• Align service performance with BPI’s business objectives, highlighting efficiency and cost-avoidance benefits.

• Prepare and deliver governance dashboards, SLA/OLA reports, and quarterly value realization reports.
• Facilitate Quarterly Business Reviews (QBRs) with CIO, ISG, Finance, and Procurement.
• Ensure 100% compliance with governance and reporting commitments.

• Act as the client-facing escalation point in collaboration with Ops and SDM teams.
• Ensure ≥ 95% of escalations are resolved within SLA, maintaining service stability.
• Track incident, problem, and change trends to recommend continuous improvement actions.

• Provide operational insights that support the Account Manager in building innovation proposals.
• Surface opportunities for automation, AI in ServiceNOW, GPU-as-a-Service pilots, and TruScale analytics.
• Contribute to at least 2 innovation proposals and 1 pilot initiative annually.

• Maintain consistent day-to-day client engagement at the operational level.
• Complement the Account Manager in executive-level discussions by presenting operational performance and client success metrics.
• Foster stronger collaboration between BPI stakeholders and AMTI teams.

Qualifications

• Bachelor’s degree in IT, Business, or related field.
• ITIL v4 Foundation (required; Intermediate/Practitioner level preferred).
• PMP/Agile certification an advantage.
• Power BI, Tableau, or data analytics knowledge is a plus.

• Minimum 5 years in IT Service Management, Client Engagement, or Service Delivery roles in Managed Services or IT Outsourcing.
• Proven track record of SLA/OLA management, governance reporting, and client-facing operations.
• Familiarity with ServiceNOW or equivalent service management tools.
• Experience presenting to executives and facilitating governance sessions.

• Strong communication and presentation skills (both technical and business).
• Analytical and detail-oriented with ability to consolidate multi-tower data.
• Collaborative team player with strong client relationship skills.
• Business-oriented mindset with ability to link services to measurable outcomes.

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