Client Delivery Manager (Customer Success)

Company Description

At Virtuoso Partners, we help organisations simplify complexity and deliver meaningful transformation through automation, integration and intelligent information management.

For over 14 years we have supported customers and channel partners across the UK, combining consultancy expertise with leading technology platforms such As Intelligent Document Processing, Robotic Process Automation, Integration Platforms and Enterprise Content Management.

Our approach blends strategy, architecture and delivery to help organisations streamline operations, unlock data and achieve measurable business outcomes. Every engagement is different, requiring a combination of technical expertise, business understanding and collaborative delivery across clients, vendors and partners.

Working at Virtuoso Partners offers exposure to a wide range of industries, technologies and transformation initiatives. Our projects are rarely “cookie cutter” each engagement requires creativity, structured delivery and close collaboration with clients to achieve the right outcome.

Role Description

The Client Delivery Manager is responsible for managing the ongoing success, delivery coordination and strategic engagement of key Virtuoso Partners customers.

This role sits at the intersection of delivery, customer success and account development, ensuring customers realise measurable value from the solutions delivered by Virtuoso Partners.

The role focuses on post-implementation success, account health and continuous value delivery, working closely with delivery teams, vendors and account leads to ensure customers maximise adoption and realise the intended business outcomes.

You will be responsible for managing a portfolio of strategic accounts and Enhanced Care customers, acting as the primary point of coordination for ongoing engagement, performance monitoring and service improvement.

The role is hybrid and are looking for someone to based at our Richmond office, 3 days per week.

Key Responsibilities

Customer Onboarding and Adoption

• Support structured onboarding of new customers following implementation or project delivery

• Ensure customers understand the capabilities, architecture and operational model of the deployed solution

• Coordinate with delivery teams and vendors to enable effective knowledge transfer and training

• Track early adoption, usage and operational readiness to ensure successful handover from project delivery to ongoing service

Continuous Value Management

• Implement and manage Continuous Value Reporting (CVR) aligned to the success metrics defined during the initial engagement

• Monitor customer outcomes, platform utilisation and operational performance

• Identify opportunities to improve adoption, efficiency or automation outcomes

• Maintain visibility of customer objectives and evolving business priorities

Strategic Business Reviews

· Lead a CSR team providing Quarterly Business Reviews (QBRs) with key customer stakeholders

· Deliver Customer Monthly Service Reviews and reporting where required.

· Provide insights on platform performance, utilisation and achieved outcomes

· Present recommendations for optimisation, improvement or expansion opportunities

· Coordinate inputs from delivery teams, service desk, vendors and account sponsors

· Maintain and continuously improve the QBR framework, presentation standards and reporting materials

Account Health and Issue Management

• Monitor overall customer health including adoption, satisfaction and operational performance

• Identify risks early and coordinate resolution across internal teams

• Manage and track customer issues through the CRM case management process

• Facilitate internal collaboration to resolve issues efficiently and improve service delivery

• Capture lessons learned and contribute to continuous improvement of internal processes

Customer Engagement and Communication

• Ensure customers remain informed about platform developments, major releases and relevant capabilities

• Support internal communication and reporting related to customer engagement and outcomes

• Contribute to customer communications and knowledge sharing where appropriate

Collaboration with Sales and Delivery

• Work closely with Delivery Teams including BA and Project managers as well as technical teams, to ensure consistent service quality and successful project outcomes

• Partner with Account Managers to support renewals and identify expansion opportunities

• Provide feedback from customers to improve delivery approaches, implementation practices and product adoption

Skills, Experience and Attributes

• Programme and Project management experience of delivering small, large and complex IT Projects.

• Overseeing a technical Service Desk to agreed service levels.

• Excellent written and verbal communication skills

• Confident presenter able to engage both technical and business stakeholders

• Strong organisational and coordination skills across multiple accounts and internal teams

• Ability to build trusted relationships with customers and internal stakeholders

• High level of empathy, professionalism and customer awareness

• Proactive approach to identifying risks and opportunities

• Comfortable working in a fast-moving consultancy environment

Desirable Experience

• Experience working with enterprise software platforms such as integration (iPaaS), automation, ECM or IDP solutions

• Understanding of APIs, integrations and enterprise automation platforms

• Experience working with professional services or advisory engagements

• Familiarity with vendor-led or partner channel delivery models