Client Success Manager

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 this role

The Client Success Manager is a direct client contact position responsible for leading delivery of all high value and in-scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met. The CSM works with business partners and vendors using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Service Team (AST) operational model driving best-in-class TCE and Quality. The CSM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination. The CSM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to client’s strategic business plan, and create incremental revenue opportunities. The CSM owns the cost expense within the account and actively seeks opportunities to drive down the cost of delivery. The CSM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and the company delivery organizations. The CSM develops and nurtures an excellent client relationship at the executive level along with supporting the Client Manager in establishing the customer as a Reference Account and supporting growth opportunities.

Client Success Managers ensure client satisfaction, retention and long-term success with DXC. They focus on proactive problem-solving, client advocacy and maximizing the value our clients receive from DXC services.

Responsibilities:

• Act as a bridge between the Client and DXC, helping both achieve their goals.
• Build strong relationships with clients, understanding their needs and goals.
• Guide clients through the onboarding process, ensuring successful product adoption.
• Proactively address all client issues, provide solutions, and offer strategic advice, regardless of service/product.
• Focus on Client retention, renewals, and identifying upsell opportunities.
• Advocate for Clients within the company, ensuring their voice is heard.
• Monitor and ensure adherence to contractual terms, including service-level agreements (SLAs) and deliverables.
• Take a holistic approach to client care and collaborate with stakeholders across DXC to resolve issues or offer solutions.
• Protect existing revenue and drive revenue growth.
• Develop and nurture senior management or executive-level relationships with the customer.
• Own customer operational relationship: develop & nurture excellent customer satisfaction.
• Understand customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
• Develop strategies and processes with the customer in areas such as performance metrics and measures, escalation change management, and communication.
• Principle contact for operational & tactical issues representing delivery of all services to the customer.
• Own expense/cost target commitments for all service delivery requirements.
• Ability to effectively and proactively manage risk for high to very high-risk projects.
• Hire leads and provide technical and managerial leadership to cross-functional teams, including 3rd party vendors.
• Contribute to strategic account plan.
• Negotiate with and manage 3rd party vendors contributing to contractual requirements.
• Develop solutions and participate in presales & change order negotiations.
• Identify incremental revenue opportunities and support pursuit activities.
• Assure compliance with the company and customer's HR, PR, legal, financial, ethics and government-related policies.
• Identify cross-business unit optimization opportunities and drive improvement efforts.
• Develop and drive knowledge management strategies to drive organizational maturity.

Education and Experience Required:

• First Level University Degree or equivalent combination of education and experience.
• 8 - 15 years of overall related experience and at least 5 in a similar role.
• Multi-cultural and Mexico region experience.

Knowledge and Skills:

• Ability to build & manage strong customer relationships at the executive level.
• Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.
• Applies appropriate technical knowledge and methods to resolve very complex business issues.
• Excellent communication skills: verbal, written & presentation.

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC, we support each other and work as a team—globally and locally.