About this role

Own the strategic partnership with ScalePad and the broader client engagement technology solutions
Align platform capabilities with New Charter’s Client Engagement Framework and long-term strategy
Drive efforts to close gaps in functionality, integration, and automation
Define and enforce standard engagement expectations across all OpCos
Develop and execute a company-wide adoption playbook
Standardize and scale Client Business Review (CBR) best practices across the platform
Own the end-to-end client sentiment strategy, including tools, processes, and data integrity
Develop reporting frameworks that connect client engagement to Net Revenue Retention (NRR) and renewal rates
Own the roadmap, milestones, and delivery of client engagement solutions

5–8+ years in MSP operations, client engagement leadership, or SaaS platform governance
Proven track record driving larger company adoption of technology platforms
Experience with ScalePad Lifecycle Manager (LMX)
Experience building reporting frameworks and performance analytics
Demonstrated ability to lead cross-company initiatives without direct authority
Strong executive communication and presentation skills
Strong project management and organization skills

Manager, Client Engagement Systems – Performance

Key skills