Putting people first, every dayBDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a with a high priority on your personal and professional growth.Your OpportunityAs a Client Success Manager Lead (BizApps Governance Lead), you will be responsible for leading client success strategy, governance, and delivery excellence across a portfolio of Microsoft Business Applications (Dynamics 365, Power Platform, NetSuite) engagements.This role combines strategic client advisory, portfolio governance, delivery oversight, and people leadership to ensure clients realize measurable business value while maintaining high standards of operational excellence, compliance, and continuous improvement.You will act as a trusted advisor to senior client stakeholders, while also establishing governance frameworks, coaching Client Success Managers, and driving consistency in delivery practices. This role is for an existing vacancy.Key Responsibilities1. Client Success Strategy & Executive AdvisoryServe as a strategic partner to executive stakeholders, aligning BizApps solutions with business objectives and transformation goalsTranslate client business priorities into roadmaps, success plans, and measurable outcomesLead Executive Business Reviews (EBRs) to communicate value realization, ROI, and strategic directionBuild and maintain trusted, long-term client relationships to drive retention and expansionIdentify opportunities for account growth, innovation, and additional services2. Governance & Delivery Oversight (BizApps Focus)Establish and enforce governance frameworks for BizApps delivery, including:Portfolio governanceRisk and issue managementChange controlQuality assurance standardsEnsure alignment with industry frameworks (e.g., ITIL, Agile, DevOps)Oversee end-to-end delivery lifecycle (implementation through managed services transition)Act as an escalation point for critical client and delivery issuesDrive standardization of tools, templates, and best practices across engagements3. Portfolio & Financial ManagementOwn a portfolio of strategic accounts, ensuring:Delivery against scope, timelines, and budgetsSLA and KPI compliance across engagementsLead resource planning and capacity management across projects and managed servicesOversee financial performance, including forecasting, margins, billing, and renewalsManage contracting, SOWs, and change requestsBalance business value, technical constraints, and client priorities in decision-making4. Leadership & Team DevelopmentLead, mentor, and coach a team of Client Success Managers and delivery leadsFoster a culture of accountability, collaboration, and continuous improvementDefine roles, responsibilities, and team structures to support scalable deliveryProvide guidance on complex client scenarios, escalations, and negotiationsSupport talent development through training, feedback, and career growth planning5. Operational Excellence & Continuous ImprovementDrive adoption of standard operating procedures, governance models, and delivery methodologiesChampion continuous improvement initiatives, identifying opportunities to optimize processes and toolsEnsure consistent use of:Agile and/or waterfall delivery practicesITIL processes (incident, problem, change, release)Promote innovation and thought leadership in BizApps and client success practicesLeverage data and insights to improve client satisfaction and delivery performance6. Performance Management & ReportingDefine and track portfolio-level KPIs, including:Customer satisfaction (CSAT/NPS)SLA complianceDelivery predictabilityFinancial performanceProvide regular reporting and insights to internal leadership and clientsEnsure proactive risk identification and mitigation strategiesMaintain governance artifacts (status reports, risk logs, dashboards, etc.)How do we define success for your role?You demonstrate BDO's core values through all aspect of your work: Integrity, Respect and CollaborationYou understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality workYou identify, recommend, and are focused on effective service delivery to your clientsYou share in an inclusive and engaging work environment that develops, retains and attracts talentYou actively participate in the adoption of digital tools and strategies to drive an innovative workplaceYou grow your expertise through learning and professional developmentYour education and experienceCore Requirements8–12+ years of experience in:Client Success / Customer SuccessTechnology consulting or delivery leadershipERP/CRM (Microsoft or Oracle preferred)Experience and product knowledge of Microsoft Dynamics 365 (F&O, CE and/or Business Central) and/or Power Platform and/or NetSuite is requiredPrevious experience managing a team of direct reports, including mentoring/coaching, assigning work and performance managementProven experience managing multiple (25+) client portfolios and senior stakeholdersStrong background in project/program management and managed services deliveryLeadership & Business SkillsDemonstrated ability to:Lead and scale high-performing teamsInfluence executive stakeholdersDrive strategic client outcomesStrong financial acumen (P&L, forecasting, margin management)Exceptional communication, negotiation, and stakeholder management skillsEducation & CertificationsBachelor’s degree in:Information Technology, Business, Engineering, or related fieldPreferred certifications:PMP, Agile (CSM/SAFe), ITILMicrosoft certifications (Dynamics 365 / Power Platform)Oracle certifications (NetSuite)Why BDO?Our people-first approach to talent has earned us a spot among . This recognition is a milestone we’re thrilled to add to our collection of awards for both experienced and student talent experiences.Our firm is committed to providing an environment where you can be successful in the following ways:We enable you to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada.We help you become a better professional within our services, industries, and markets with extensive opportunities for learning and development.We support your achievement of personal goals outside of the office and making an impact on your community.Giving back adds up: Where company meets community. BDO is actively involved in our communities by supporting local charity initiatives. We support staff with local and national events where you will be given the opportunity to contribute to your community.Total rewards that matter: We pay for performance with competitive total cash compensation that recognizes and rewards your contribution. We provide flexible benefits from day one, and a market leading personal time off policy. We are committed to supporting your overall wellness beyond working hours and provide reimbursement for wellness initiatives that fit your lifestyle.Everyone counts: We believe every employee should have the opportunity to participate and succeed. Through leadership by our Diversity, Equity and Inclusion Leader, we are committed to a workplace culture of respect, inclusion, and diversity. We recognize and celebrate the valuable differences among each of us, including race, religious beliefs, physical or mental disabilities, age, place of origin, marital status, family status, gender or gender identity and sexual orientation. If you require accommodation to complete the application process, .Flexibility: All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place.Our model is a blended approach designed to support the flexible needs of our people, the firm and our clients. It’s about creating work experiences that meet everyone’s needs and providing flexibility to adjust when, where and how we work to meet the expectations of our role.Code of Conduct: Our sets clear standards for how we conduct business. It reflects our shared values and commitments and includes guiding principles to help us make ethical decisions and maintain trust with each other, our clients, and the public.BDO Canada may use artificial intelligence enabled tools to support certain aspects of the recruitment process. While these tools assist our teams, our use of AI does not replace human decision making, and all employment-related outcomes are made by BDO Canada personnel.More information on BDO Canada’s Privacy Policy can be found here:Ready to make your mark at BDO? Click “Apply now” to send your up-to-date resume to one of our Talent Acquisition Specialists.To explore other opportunities at BDO, check out our .#LI-MM1
