Client Service Delivery Manager

The Opportunity:

The Client Service Delivery Manager is a key leadership role within our Customer Success organization, accountable for the day-to-day operation, responsiveness, and quality of support and ongoing services delivered to existing Flextrack clients.

You will lead client-facing service and platform specialists, oversee support requests, incidents, escalations, and configuration needs, and coordinate with Product, Solutions, and Technology teams to drive timely resolution. You will provide clients with clear communication, reliable follow-through, and predictable service outcomes.

This role is ideal for a hands-on, customer-focused leader who combines enterprise SaaS support management, operational discipline, technical aptitude, and team development.

What Success Looks Like:

Within your first six months, you will have:

• Established clear ownership, intake, triage, escalation paths, and service management processes, and backlog management for client support requests.
• Implemented consistent reporting on support volumes, SLA performance, response and resolution times, ticket aging, backlog, and service quality.
• Established a predictable cadence of operational service reviews with key clients and internal stakeholders.
• Reduced recurring support issues through root cause analysis, knowledge sharing, documentation, and coordinated corrective actions.
• Improved team effectiveness through coaching, workload management, resource coverage, and clear performance expectations.
• Established effective handoffs and escalation processes with Product, Solutions, and Technology teams for defects, configuration requests, and enhancements.

Day-to-Day You Will:

Own Client Support Operations

• Lead the daily operation of Flextrack’s client support function, ensuring timely and effective responses to inquiries, incidents, and service requests.
• Set, monitor, and improve service-level targets for response, resolution, and quality in accordance with client commitments.
• Ensure incoming support requests are categorized, prioritized, assigned, escalated, and resolved with clear ownership.
• Oversee incident management, including major incident coordination, client updates, service restoration, and post-incident reviews.
• Review ticket volumes, aging, recurring issues, and client feedback to identify opportunities for permanent resolution and process improvement.
• Manage staffing coverage, workload distribution, and operational readiness to provide reliable support across the client base.

Lead and Develop a High-Performing Service Team

• Provide leadership, mentorship, and direction to client-facing support and service specialists, including Customer Success Managers where assigned to the role.
• Foster a culture of accountability, collaboration, continuous improvement, and customer-centricity.
• Support team development through coaching, performance management, and career growth opportunities.
• Establish and reinforce best practices for ticket ownership, client communication, documentation, and service delivery.

Manage Client Requests and Cross-Functional Resolution

• Own the end-to-end management of client support requests, configuration changes, and service issues, coordinating with Product, Solutions, and Technology teams to ensure timely resolution and clear communication of commitments.
• Ensure requests are accurately scoped, prioritized, assigned, tracked, and communicated to clients, with clear accountability for next steps.
• Partner with Product and Technology to distinguish configuration issues from product defects and enhancements, and to coordinate technical resolution without assuming ownership of the product roadmap or development resources.
• Build scalable request management and handoff processes that support predictable outcomes and an exceptional client experience.

Build Trusted Operational Client Partnerships

• Develop strong working relationships with client program administrators, operational stakeholders, and executive sponsors as appropriate.
• Serve as the senior escalation point for complex service issues, coordinating resolution, timely updates, and follow-up actions.
• Lead regular operational service reviews covering support performance, open issues, risks, recurring incidents, and agreed action items; contribute service updates to strategic business reviews led by Customer Success.
• Understand client operational requirements and collaborate with Customer Success Managers to sustain confidence, adoption, and long-term client relationships.

Measure and Continuously Improve Service Performance

• Establish support governance, escalation paths, prioritization rules, coverage plans, and a regular operational management cadence.
• Monitor service performance using measures such as SLA attainment, first response and resolution times, open ticket volume, ticket aging, backlog, and client satisfaction; identify trends and drive improvements.
• Use incident reviews, root cause analysis, knowledge management, and collaboration with Product, Solutions, and Technology teams to reduce repeat issues and improve release readiness.
• Contribute to client retention through reliable service quality and proactive operational issue management, while partnering with Customer Success on broader account strategy and growth.

It would be amazing if you have:

• 5+ years of progressive experience in enterprise SaaS service delivery, technical/application support, customer operations, or a related client-facing service function, including 3+ years of people leadership experience.
• Experience supporting business-critical enterprise SaaS platforms used by complex organizations, including configurable workflows and integrations.
• Demonstrated success managing client escalations, service expectations, and high-visibility operational stakeholders.
• Strong understanding of ticket management, SLAs, incident and problem management, backlog prioritization, and support operations.
• A proven backlog management framework
• Strong written and verbal communication, issue-resolution, and client stakeholder management skills.
• Ability to collaborate effectively across cross-functional teams and influence without direct authority.
• Commitment to obtaining Salesforce Administrator certification within six months of joining Flextrack (training and certification provided).
• Experience diagnosing functional or configuration issues in enterprise SaaS applications and working with technical teams to distinguish defects from enhancement requests.

Preferred Qualifications:

• Experience with Vendor Management Systems (VMS), workforce management platforms, HR technology, or procurement solutions.
• Experience supporting contingent workforce environments.
• Salesforce Administration experience and/or Salesforce Administrator certification.
• Experience with ITIL or comparable IT service management practices, and service management tools such as Jira Service Management, ServiceNow, Zendesk, or similar platforms.
• ITIL Foundation certification or equivalent practical experience applying structured service management practices.
• Experience working with enterprise, public-sector, or highly regulated organizations across North America.

The Company:

Flextrack is a cloud-based VMS designed to optimize and integrate the modern workforce. We thrive in a fast-paced, collaborative environment where innovation drives real impact. Your ideas matter, and your contributions shape the future of workforce solutions.

We are committed to fostering an inclusive and accessible culture where everyone feels valued, respected, and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs.

🚀 Ready to make an impact? Learn more at Flextrack.com.