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BDO 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 peoplefirst culture with a high priority on your personal and professional growth.Your OpportunityAs a Client Success Manager Lead (BizApps Governance Lead), you will lead 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, establish governance frameworks, coach Client Success Managers, and drive consistency in delivery practices.Key ResponsibilitiesClient 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, longterm client relationships to drive retention and expansionIdentify opportunities for account growth, innovation, and additional servicesGovernance & Delivery Oversight (BizApps Focus)Establish and enforce governance frameworks for BizApps delivery, including portfolio governance, risk and issue management, change control, quality assurance standardsEnsure alignment with industry frameworks (e.g., ITIL, Agile, DevOps)Oversee endtoend 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 engagementsPortfolio & 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 decisionmakingLeadership & 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 planningOperational 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 performancePerformance Management & ReportingDefine and track portfoliolevel KPIs, including customer satisfaction (CSAT/NPS), SLA compliance, delivery predictability, financial 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?Demonstrate BDO's core values through all aspects of your work: Integrity, Respect, CollaborationUnderstand your clients industry, challenges, and opportunities; clients describe you as positive, professional, and delivering highquality workIdentify, recommend, and focus on effective service delivery to your clientsShare in an inclusive and engaging work environment that develops, retains, and attracts talentActively participate in the adoption of digital tools and strategies to drive an innovative workplaceGrow your expertise through learning and professional developmentCore RequirementsYour education and experience812+ 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 highperforming teamsInfluence executive stakeholdersDrive strategic client outcomesStrong financial acumen (P&L, forecasting, margin management)Exceptional communication, negotiation, and stakeholder management skillsEducation & CertificationsBachelors 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?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.We pay performance with competitive total cash compensation and flexible benefits. We support wellness initiatives.We are committed to supporting a workplace culture of respect, inclusion, and diversity. We recognize and celebrate the valuable differences among each of us. If you require accommodation to complete the application process, please contact us.All BDO personnel are expected to spend time working in the office, at client sites, and virtually unless accommodations or alternative arrangements are in place.Code of ConductOur Code of Conduct 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 AIenabled 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 employmentrelated outcomes are made by BDO Canada personnel.More information on BDO Canadas Privacy Policy can be found here: Privacy Policy | BDO Canada #J-18808-Ljbffr