Client Success Manager

Overview:

Flex Performance Management is Insight’s systematic process aimed at optimizing service performance by aligning program goals with our customer’s overall strategic objectives.  It governs program operations and transforms static services into dynamic solutions; fully integrated across people, processes, tools, and spaces. This enables Insight solutions to meet organizations where they are today while also shaping it for the future.

The Flex Performance Manager is responsible for overseeing the entire service lifecycle of our Flex for Devices offering from client onboarding to post-delivery support while maintaining a strong client focus and a parallel commitment to process optimization, automation integration, and efficient system management. In this dynamic role, you drive the organization’s strategic transformation by managing advanced automation, process improvements, and the effective coordination of warehousing, distribution, and logistics operations. By leveraging real-time data insights, you monitor performance, address escalations with decisive leadership, and ensure that all operations remain compliant, streamlined, and scalable to meet evolving customer and market demands. This position uniquely blends responsibilities across digital and physical realms, integrating intelligent process automation techniques (including RPA) with traditional supply chain management to achieve maximum operational efficiency and outstanding client satisfaction.

In this capacity, you will work closely with cross-functional teams to streamline and continuously improve every aspect of our service delivery. Your daily responsibilities involve monitoring comprehensive KPIs and leveraging real-time dashboards to pinpoint areas requiring strategic adjustments. When challenges or escalated issues arise, you will take decisive action, using clear communication and a proactive approach to ensure quality and compliance remain uncompromised.

You will also ensure that all operational initiatives align with best practices and industry standards such and adhere to any relevant regulatory and cybersecurity mandates. By fostering a culture of continuous learning and agile adaptation, you will help the organization not only meet but exceed client expectations and competitive benchmarks. Exploring emerging automation technologies and refining existing processes will be key to sustaining and enhancing our operational excellence.

The ideal candidate will hold a bachelor’s degree in Business Administration, Supply Chain Management, Information Technology, or a related field, and have over ten years of progressive experience in process optimization and operational management. Certifications in process improvement, logistics, or automation such as Six Sigma, PMP, or APICS are highly desirable. Strong analytical, interpersonal, and leadership skills are required, along with a demonstrated ability to manage complex, cross-functional projects that balance digital innovation with traditional supply chain operations.

Key Responsibilities

• Oversee end-to-end service processes, ensuring smooth coordination between digital workflows and physical supply chain operations.
• Identify and implement process improvements, integrating automation solutions to optimize operations.
• Monitor key performance indicators (KPIs) and dashboards to proactively detect issues and drive corrective actions.
• Serve as the primary escalation point for critical operational issues, coordinating cross-functional teams to resolve problems rapidly.
• Ensure that all processes comply with relevant industry standards and regulatory requirements.

Qualifications

• Bachelor’s degree in business administration, Supply Chain Management, IT, Operations Management, or a related field.
• A minimum of 10 years’ experience in process optimization, IT service management, or operations roles, with proven expertise in warehousing, distribution, logistics, and automation initiatives.
• Proficiency in using data analytics tools, dashboard platforms, and performance management systems; familiarity with enterprise automation and warehousing management systems is preferred.
• Certifications in process improvement, logistics, or automation (e.g., Six Sigma, PMP, APICS) are highly desirable.
• Strong leadership, communication, and problem-solving skills, with a demonstrated ability to manage complex, cross-functional projects in a dynamic environment.
• Proven ability to manage complex, cross-functional projects that balance digital innovation with traditional supply chain operations.