Sr Manager, Client Success

Key Responsibilities

• Develop and maintain customized implementation plans tailored to each industry group’s unique requirements.
• Oversee the execution of implementation projects, ensuring strict adherence to scope, budget, and timelines while working closely with clients and solution specialists.
• Collaborate with cross-functional teams—including sales, product management, engineering, and support—to address implementation challenges and ensure seamless integration.
• Serve as the primary point of contact for clients throughout the implementation phase, providing strategic guidance, pre/post deployment support, and issue resolution.
• Travel up to 30% to client sites for project kickoffs, on-site support, and stakeholder engagements.
• Build and maintain strong client relationships to ensure satisfaction and foster long-term partnerships.
• Gather and analyse client feedback to continuously refine implementation strategies and improve outcomes.
• Ensure a smooth product support transition, document stakeholder sign-offs, and validate completion criteria.
• Develop, refine, and implement standardized processes and best practices to improve efficiency and consistency in execution.
• Leverage data and analytics to identify trends and drive continuous improvements in implementation performance.
• Ensure all implementation activities comply with relevant regulations, industry standards, and company policies.
• Conduct quality checks and audits to maintain high standards of service delivery.
• Build and manage an effective highly skilled team by recruiting, training and coaching employees, communicating job expectations and goals, succession planning, and appraising their performance.
• Provide strong leadership, motivating, mentoring, building trust and developing team members for maximum performance aligned to ABM core values in a distributed and remote working environment.
• Provide project priority direction and task delegation for the team and ensure deadlines are met and on budget in a complex dynamic environment
• Monitor performance, provide ongoing feedback, and foster professional growth within the team.
• Coordinate resource allocation and scheduling to ensure project deadlines are met.

Qualifications – Education & Experience

• Bachelor’s degree in business, technology, project management, or a related field (Master’s preferred).
• 7+ years of experience in project management, client success, or technical solution implementation.
• Project management certification (PMP, or similar) is strongly preferred.
• 4+ years of leadership experience managing technical teams, preferably in a remote/hybrid work environment.
• Strong understanding of technical solutions, enterprise deployment strategies, and industry-specific implementation challenges.
• Proven ability to drive process improvements and operational efficiencies.
• Excellent problem-solving skills, data-driven decision-making, and strategic thinking.
• Strong communication, negotiation, and relationship management skills.