• Define and lead enterprise-level growth strategies for Type I clients. • Shape client business case across multiple service lines and geographies. • Drive expansion into adjacent services and new markets. • Lead large, complex portfolios with significant revenue and risk exposure. • Balance growth, margin, retention, and service diversification. • Partner with executive leadership to calibrate strategic account performance. • Lead mature, multi-disciplinary CSTs with enterprise visibility. • Align Area, Market, and Service Line leadership around unified client strategy. • Develop next-generation CSM talent through active coaching and sponsorship. • Maintain executive-level relationships across the client organization. • Anticipate shifts in political, regulatory, and funding environments. • Position BC as a strategic advisor beyond project delivery. • Serve as Sales Leader for major strategic pursuits. • Influence enterprise resource allocation for key accounts. • Provide mentorship, guidance, support, and knowledge-sharing to help less experienced team members develop their skills and grow within their roles.

• Respond to phone, voice, and electronic inquiries with professionalism and urgency • Route calls to the appropriate team members when needed • Identify, document, research, and resolve customer issues using the call tracking system • Follow up on inquiries to ensure complete resolution • Manage open cases and keep them moving toward timely closure • Spot and share trends in customer inquiries • Recommend improvements to enhance the customer experience • Create and maintain helpful resources (e.g., documentation, FAQs) • Escalate complex or unresolved issues to the right teams • Support additional tasks as needed

Role Description This role is responsible for managing a team of Customer Delivery Managers for the MDS and MCS business in North America, driving strategic customer relationships, and overseeing talent management. The role nurtures senior-level relationships, manages the FPR process, and communicates strategic requirements to senior management. The role also fosters an environment of growth, high performance, and process improvement. The role ensures delivery of all high value and in-scope contracted services across all involved service delivery towers. - Manages a team of Customer Delivery Managers, forecasting resource needs and aligning them with business requirements for optimized performance. - Drives strategic customer strategy development, contributes to growth plans, and leverages knowledge management for performance enhancement. - Nurtures senior management or executive-level relationships with the customer, ensuring exceptional satisfaction. - Manages the FPR process, supports execution, and escalates major issues with recommendations to higher management. - Recruits and develops top talent, fostering a culture of excellence, cost efficiency, and trusted customer relationships. - Identifies and effectively communicates strategic business requirements to senior management for informed decision-making. - Interacts frequently with senior management to communicate project status and escalate issues, as necessary. - Cultivates an environment promoting individual growth, high performance, and a rewarding workplace. - Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy. - Performs talent management responsibilities including recruitment, performance management, coaching and career development. Qualifications - Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence. - Typically has 7-10 years of job-related experience or 5-7 years of management experience, preferably in ITIL/ITSM, business, customer support, or a related field. Requirements - Customer Centricity - Prioritization - Resilience - Team Management - Strategic Thinking Benefits - Health insurance - Dental insurance - Vision insurance - Long term/short term disability insurance - Employee assistance program - Flexible spending account - Life insurance - Generous time off policies, including: - 4-12 weeks fully paid parental leave based on tenure - 11 paid holidays - Additional flexible paid vacation and sick leave

• Schedule appointments and maintain an organized calendar. • Conduct basic intake tasks and gather initial client information. • Follow up with current and potential clients as needed. • Answer incoming calls and serve as the first point of contact for clients. • Provide administrative support to ensure smooth daily operations. • Maintain accurate records in the CRM system. • Manage communication volume, particularly on high traffic days. • Coordinate consultation calls. • Support future sales and social media tasks as responsibilities expand. • Assist with light marketing activities as delegated.