Customer Sucess Manager

Client Delivery Executive

The Client Delivery Executive (CDE) is the primary point of contact for clients, ensuring the seamless delivery of services and maintaining a high-quality client experience. This role is responsible for building trusted relationships, managing post-sales service delivery, and ensuring client satisfaction through effective communication, issue resolution, and continuous improvement.

Key Responsibilities

Client Relationship Management

• Act as an ambassador and advocate for clients.

• Own and lead the end-to-end client service experience.

• Build and maintain strong, trusted relationships through regular engagement.

• Work with leadership to shape long-term service strategies.

Client Management

• Understand client strategies and timelines to support effective planning and delivery.

• Lead client onboarding and transition activities post-contract.

• Manage ongoing client needs, including site familiarisation, best practice sharing, event coordination, and issue resolution.

• Ensure transparent and timely communication with clients at all times.

Order Management

• Support clients in placing orders and defining requirements.

• Coordinate internal teams to ensure accurate pricing, quotations, and fulfilment.

• Manage non-standard client requests and challenge assumptions to deliver better outcomes.

• Keep clients informed of progress, timelines, and potential risks.

Continuous Improvement & Support

• Identify opportunities to enhance the client experience.

• Innovate in service delivery methods and engagement approaches.

• Support proposals, audits, site tours, workshops, bids, and negotiations.

• Review and interpret performance reports, highlighting exceptions and driving resolution.

Skills, Experience & Qualifications

• Strong commercial and operational awareness.

• Proven experience in service delivery, ideally within technical infrastructure, data centre, or related environments.

• Skilled at building and managing client relationships at all levels, including C-suite.

• Excellent communication skills, both written and verbal.

• Detail-oriented, analytical, and highly confidential.

• Proficient in Microsoft Office applications.

• Strong problem-solving skills with the ability to work independently and collaboratively.