Client Delivery Executive
The Client Delivery Executive (CDE) is the primary point of contact for clients, ensuring the seamless delivery of services and maintaining a high-quality client experience. This role is responsible for building trusted relationships, managing post-sales service delivery, and ensuring client satisfaction through effective communication, issue resolution, and continuous improvement.
Key Responsibilities
Client Relationship Management
* Act as an ambassador and advocate for clients.
* Own and lead the end-to-end client service experience.
* Build and maintain strong, trusted relationships through regular engagement.
* Work with leadership to shape long-term service strategies.
Client Management
* Understand client strategies and timelines to support effective planning and delivery.
* Lead client onboarding and transition activities post-contract.
* Manage ongoing client needs, including site familiarisation, best practice sharing, event coordination, and issue resolution.
* Ensure transparent and timely communication with clients at all times.
Order Management
* Support clients in placing orders and defining requirements.
* Coordinate internal teams to ensure accurate pricing, quotations, and fulfilment.
* Manage non-standard client requests and challenge assumptions to deliver better outcomes.
* Keep clients informed of progress, timelines, and potential risks.
Continuous Improvement & Support
* Identify opportunities to enhance the client experience.
* Innovate in service delivery methods and engagement approaches.
* Support proposals, audits, site tours, workshops, bids, and negotiations.
* Review and interpret performance reports, highlighting exceptions and driving resolution.
Skills, Experience & Qualifications
* Strong commercial and operational awareness.
* Proven experience in service delivery, ideally within technical infrastructure, data centre, or related environments.
* Skilled at building and managing client relationships at all levels, including C-suite.
* Excellent communication skills, both written and verbal.
* Detail-oriented, analytical, and highly confidential.
* Proficient in Microsoft Office applications.
* Strong problem-solving skills with the ability to work independently and collaboratively.
Desired Skills and Experience
Client Relationship Management
Service Delivery Management
Customer Experience (CX)
Account Management
Stakeholder Management
Customer Success
Technical Infrastructure
Data Centre Operations
Problem Solving
Communication Skills
Order Management
Contract Management
Continuous Improvement
Commercial Awareness
Microsoft Office
Service Delivery / Client Delivery roles
Account Management or Customer Success in B2B environments
Technical Infrastructure / Data Centres / Cloud Services
IT Services or Managed Services Providers (MSPs)
Telecommunications / Network Services
Operations Management with client-facing responsibilities
Escalation Management
Onboarding & Implementation
SLA Management
Business Development Support
Project Coordination
Executive-Level Engagement