Client Success, Manager

Job description

**Long View. A career that helps you get more out of life.** A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 89% of Long View team members rated Long View as a good or great place to work! **Are you a people-first IT leader who knows how to turn great teams into great client outcomes?** **Do you thrive at the intersection of people leadership, client relationships, service excellence, and business performance?** We are looking for a dynamic and results-driven **Manager, Client Success** for our **Calgary** branch! This is more than a service delivery role. You'll have meaningful ownership of a portfolio of clients, the people who support them, and the business results that come with it. You'll lead teams, strengthen executive and operational client relationships, drive service excellence, manage financial performance, and help identify opportunities to grow and deepen our partnerships. Success in this role means creating an environment where our people grow, our clients succeed, and our business performs. ### A Day in the Life: - Lead and develop great people. Build a high-performing team through coaching, mentorship, clear expectations, accountability, and meaningful career development - Own the client experience. Take accountability for the successful delivery of services and projects across your portfolio, ensuring commitments, Service Level Agreements, and expectations are consistently met — and looking for opportunities to exceed them - Build trusted client relationships. Develop strong relationships with key stakeholders, becoming a trusted advisor who understands their business, anticipates their needs, and helps them achieve better outcomes through technology - Run the business. Own the financial performance of your portfolio, including forecasting, budgeting, resource planning, capacity management, and profitability - Drive operational excellence. Monitor service performance, delivery quality, capacity, risks, and client sentiment, taking proactive action before issues become problems - Take ownership of major incidents and escalations, bringing the right people together, maintaining clear communication, driving resolution, and ensuring lessons learned translate into meaningful improvement - Create opportunities for growth. Partner with Account Managers and internal teams to understand client priorities, identify opportunities, and expand the value Long View delivers - Develop capability for the future. Understand the skills your clients will need next and help your people build the technical, consulting, and leadership capabilities required to meet that demand - Connect people to purpose. Keep your team informed and engaged around company priorities, client successes, organizational developments, and Long View's culture and values - Make things better. Challenge the status quo, remove friction, improve processes, and continuously look for ways to improve the experience for our people and our clients ### What You Bring: - 10+ years of professional experience in a consulting, managed services, technology services, or client-facing IT environment - 5+ years of leadership experience with direct people management responsibilities, including operational and financial accountability - 5+ years of experience working within ITIL-based service management environments - Proven experience leading service delivery, project delivery, and customer success initiatives within complex enterprise environments - Demonstrated ability to lead, mentor, coach, and develop high-performing technical teams - Strong financial acumen with experience forecasting, managing budgets, tracking profitability, and driving business results - Exceptional client relationship management and stakeholder engagement skills - Proven ability to manage competing priorities while maintaining a high standard of customer satisfaction and service excellence - Experience managing incidents, escalations, change management processes, and continuous improvement initiatives - Excellent communication, presentation, organizational, and problem-solving skills - Strong understanding of resource planning, capacity management, and operational performance metrics - Passion for delivering exceptional client experiences and driving measurable business outcomes - Ability to demonstrate initiative, sound judgment, and a proactive leadership approach - Commitment to mentoring team members and fostering a positive, inclusive, and growth-oriented culture - Flexibility to occasionally adjust working hours to support client requirements, critical incidents, or business needs ### Why Work at Long View: - **Great people and culture** - **Interesting work**– Be part of exciting projects while accessing all the latest technologies - **Flexible environment**– A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness - **Fun is one of our core values**