Who We Are
Symplicity Communications is a technology consulting firm that puts people first: both our clients and our team members. We help organizations navigate the increasingly complex world of voice, data, mobility, and technology services by providing expert guidance, strategic advice, and hands-on support.
Our work spans engineering design, telecom expense management, implementation support, vendor negotiations, sourcing, and ongoing optimization. Sometimes we’re advisors. Sometimes we’re advocates. Sometimes we’re problem solvers.
Most of the time, we’re all three.
What sets us apart isn’t simply what we do. It’s how we do it.
We believe in building relationships, communicating openly, solving problems creatively, and doing the right thing even when no one’s looking. We strive to make technology simpler, service more personal, and make outcomes better for the clients who trust us to help them navigate important decisions.
Position Overview
The Client Success Team Manager is responsible for leading the teams that deliver implementations, client services, and field services. The manager will work with their teams to ensure a seamless customer experience from implementation kickoff through field deployment and on to client services support.
This position provides operational leadership across multiple customer-facing functions, balancing customer expectations, employee development, project execution, resource planning, and continuous process improvement. The Client Success Team Manager partners closely with Sales, Engineering, Business Transformation, Data Insights, and other operational teams to ensure customer projects are delivered efficiently, consistently, and with exceptional quality.
This role ensures the organization functions as one integrated Customer Delivery team by removing operational barriers, coordinating resources, improving cross-functional collaboration, and developing employees to deliver outstanding customer outcomes.
Success in this role is measured by predictable project execution, operational efficiency, customer satisfaction, and the organization’s ability to consistently deliver high-quality customer implementations and services.
The Client Success Team Manager succeeds by enabling others to do their best work. This role is responsible for creating clarity, removing obstacles, developing people, improving systems, and ensuring every customer experiences a coordinated, professional delivery process from beginning to end.
Symplicity Communications Inc. is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions, and termination of pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, height, or weight.
All employment decisions are based on business needs, job requirements, and individual qualifications. If you need a reasonable accommodation during the application or hiring process due to a disability, please contact Heidi Breeden at [email protected] / 616-588-8505.
Job Type: On-site
Responsibilities
- Lead the daily operations of the Customer Delivery department, including Implementation, Telecom Expense Management (TEM), and Field Services.
- Establish departmental priorities and allocate resources to meet customer commitments.
- Balance workloads across multiple teams while proactively addressing capacity constraints.
- Resolve operational issues and remove obstacles impacting project delivery.
- Provide operational leadership during customer escalations.
- Ensure consistent execution of departmental policies, procedures, and service standards.
- Oversee customer implementations from project kickoff through successful transition to ongoing support.
- Ensure effective coordination between implementation, TEM, and field service activities.
- Monitor project progress, identify risks, and intervene when necessary to maintain customer commitments.
- Ensure customers receive consistent communication throughout the delivery lifecycle.
- Promote a customer-focused culture that emphasizes responsiveness, quality, and accountability.
- Provide coaching, mentoring, performance feedback, and career development.
- Conduct regular Success Conversations and Performance Support activities.
- Support hiring, onboarding, training, succession planning, and workforce development.
- Foster a collaborative, accountable, and continuously improving team culture.
- Partner closely with Sales to ensure effective project handoffs.
- Collaborate with Engineering on customer deployments and technical escalations.
- Partner with the Business Transformation Manager to identify operational improvement opportunities and implement improved workflows.
- Partner with the Sr. Data Insights Analyst to establish meaningful operational reporting and performance metrics.
- Coordinate with vendors, carriers, and external partners when operational issues require management involvement.
- Identify operational bottlenecks and opportunities to improve customer delivery.
- Sponsor process improvement initiatives across implementation, TEM, and field operations.
- Ensure departmental SOPs remain current and consistently followed.
- Promote standardization while allowing flexibility for unique customer requirements.
- Drive continuous improvement initiatives that improve quality, efficiency, and customer experience.
- Monitor departmental KPIs and operational performance.
- Review implementation schedules, backlog, resource utilization, and workload balancing.
- Analyze trends affecting customer delivery and recommend corrective actions.
- Present operational updates, risks, capacity concerns, and improvement opportunities to leadership.
- Ensure accurate operational documentation and reporting.
Requirements
Must Have
- 5+ years of progressive experience in customer implementations, telecommunications operations, managed services, project management, customer operations, or related operational leadership.
- 3+ years of leadership experience managing technical or operational teams.
- Demonstrated ability to lead cross-functional operations involving multiple departments and competing priorities.
- Strong understanding of project coordination, operational workflows, customer service, and process improvement.
- Excellent coaching, communication, and organizational skills.
- Experience leading operational change and continuous improvement initiatives.
- Strong analytical and problem-solving abilities.
- Ability to build strong relationships across technical and non-technical teams.
Nice to Have
- Bachelor's degree in Business, Operations Management, Information Technology, or related field (or equivalent experience).
- Experience within telecommunications, managed services, UCaaS, contact center, or technology services.
- Experience leading implementation, customer operations, or service delivery organizations.
- Experience using operational metrics and dashboards to manage performance.
- Experience partnering with process improvement or business transformation teams.
Symplicity Communications, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
