This role is for Simplicity Consulting, a 24 Seven Company
Job Title: Client Success Manager - Managed Service
Location: Remote- WEST COAST preferred
Company Overview:
Founded in 2006, Simplicity Consulting, a 24 Seven company, is a dynamic organization that connects clients with exceptional consultants specializing in strategic consulting across data analytics, AI innovation, technical program management, digital transformation, business intelligence, and emerging technologies-while continuing to support marketing, communications, and enterprise solutions.
Our proven industry expertise and results-driven approach empower us to swiftly address challenges, from strategic planning to seamless execution. At Simplicity Consulting, we're known for delivering fast, efficient solutions. To learn more about us, visit: www.simplicityci.com.
Position Overview:
Simplicity Consulting is seeking a highly strategic Client Success Manager (CSM) for Managed Service to oversee the execution and evolution of our Managed Service business at Microsoft. This role ensures seamless service delivery, drives operational excellence and reporting, and fosters strong relationships on the client and consultant side of our work, aligned to Simplicity's core values and goals.
Key Responsibilities:
Operational Excellence & Execution
Support design, implementation and adherence to the Managed Service (MS) playbook, developed in collaboration with the Senior CSM for Managed Service.
Ensure compliance with Standard Operating Procedures (SOPs) and leverage key operational tools such as Bullhorn, Sense, and the Simplicity Client Portal.
Partner with internal teams to drive continuous improvements in efficiency, process, and workflows.
KPI & SLA Management
Track and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for MS business teams.
Work with Supplier Leads on each team to secure data requirements for ongoing business reviews and to show success on deliverables over time.
Deliver Monthly Business Review (MBR) reports and Quarterly Business Review (QBR) presentations to client stakeholders, ensuring transparency and accountability.
Proactively identify risks to SLA performance and collaborate with teams to implement mitigation strategies.
Supplier Lead Engagement
Engage with Simplicity's supplier lead(s) across teams to understand the day-to-day of their work and to track success and excellence in our delivery.
You are the People Manager for large teams in this role, supported by internal business owners focused on HR, Finance, Operations, and Business Development. You will be the main point-of-contact and support resource for both our MS consultants and client stakeholders as the employer of these teams.
Maintain weekly touchpoints with Simplicity's supplier lead(s) to support and manage clients, help address performance, capture and deliver feedback, forecast workload fluctuations, with proactive recommendations and required actions.
Work alongside the Simplicity supplier lead(s) when needed to help resolve issues, optimize engagement models, and ensure seamless collaboration between Simplicity consultants and Microsoft teams.
Resource Optimization & Utilization
Oversee resource allocation for each team based on business requirements and critical deliverables in client SOW, and as needs shift. Continuing to maximize consultant efficiency, and opportunities for success, while ensuring adherence to SLAs
Anticipate capacity needs, addressing challenges before they impact project delivery.
Monitor consultant performance and contract alignment, ensuring clients receive the right level of support at the right time.
Team Development & Leadership
Foster a high-performance culture within Simplicity's MS teams by providing mentorship, professional development, and operational guidance.
Conduct bi-monthly check-ins to maintain visibility and ensure seamless communication.
Partner with the Senior CSM to develop and implement strategies that support long-term team growth and client success.
Qualifications & Skills:
5+ years of client success, program management, or consulting experience within a Managed Service or large-scale outsourcing model.
Previous experience at Microsoft is preferred but not required.
Proven ability to manage KPIs, SLAs, and operational workflows in a structured, data-driven manner.
Strong relationship management skills with the ability to interface effectively with senior client stakeholders and consultant teams.
Experience in resource planning, team development, and risk mitigation within a consulting or service delivery model.
Proficiency in operational tools such as Bullhorn, Sense, or similar platforms is preferred.
Ability to work independently while collaborating effectively with cross-functional teams.
About Simplicity:
Simplicity Consulting, a 24 Seven company, stands as the preferred marketing and business consultancy for the evolving world of work. We empower companies to accelerate growth, gain fresh perspectives, and enhance capacity-aligning with the pace of business-by offering access to our carefully curated community of marketing, communications, project, and program management experts. With over 6,000 strategic doers in our community, we ensure companies have the right talent for the right project at the right time, enabling client-centric solutions that facilitate rapid business growth.
Simplicity, a five-time Inc. 5000 honoree, ranks among the fastest-growing private companies in America. Additionally, we've been recognized by Puget Sound Business Journal as one of Washington's largest women-owned enterprises. As a female-founded and -run company, we're dedicated to fostering success for everyone in today's workplace.
Equal Opportunity Employer:
Simplicity is committed to fostering a diverse, inclusive, and supportive environment and proudly embraces equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
Benefits:
Health: Comprehensive Medical (HSA or PPO) and Vision coverage.
Voluntary Insurances: Dental, Disability, Life, and AD&D.
Retirement: 401K with employer matching.
Time Off: Generous Unlimited PTO and Paid Holidays.