Job Details

CLIENT SUCCESS EXECUTIVE, PUBLIC SECTOR & SERVICES

WHO WE ARE

Apex Systems is a leading global technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients' digital visions. We provide a continuum of services, including strategy and enablement, innovation and productivity, and technology foundations to drive better results and bring more value to our clients. Apex transforms our customers with modern enterprise solutions tailored to the industries we serve. Apex has a presence in over 70 markets across North America, Europe, and India. Apex is a part of the Commercial Segment of ASGN Incorporated (NYSE: ASGN). To learn more, visit www.apexsystems.com .

At Apex Systems, we prioritize professional development, work-life balance, and fostering a collaborative culture. We value our team's well-being and recognize the importance of building strong relationships. That's why we organize regular team-building events and philanthropic days to give back to the community - fostering a sense of purpose and fulfillment among our team.

Join us for career advancement, innovative solutions, and a supportive environment focused on your success.

JOB DESCRIPTION

The Client Success Executive (CSE) is the senior operations leader responsible for ensuring all projects and services for one or more key accounts are executed successfully and to the client's satisfaction. They serve as the consistent, single point of delivery leadership for those account(s) overseeing day-to-day delivery operations - coordinating across Apex project teams, monitoring quality and timelines, and proactively addressing any issues. They function as the client's go-to contact for delivery matters and an internal advocate for the client's operational needs. By providing focused delivery management, the CSE frees up account executives (Client Partners/Executive Client Partners) to concentrate on relationship and growth, while guaranteeing that Apex's commitments to the client are met or exceeded. The CSE implements governance processes and risk management practices for their engagements while maintaining overall accountability. They coordinate resource deployment and capacity planning and serve as the escalation point for any major delivery issues or client satisfaction concerns. The CSE's mission is to enable successful outcomes for every client engagement through strong oversight, risk governance, and continuous improvement of delivery operations.

End-to-End Account Delivery Management

• Oversees all Apex engagements for the assigned client account(s). Each of these accounts can have multiple engagements that are each managed by an Apex Engagement Managers (EM).
• The CSE is the single point of contact for the account and maintains a holistic view of project statuses, milestones, and deliverables across the account.
• Holds regular internal touchpoints with all Apex EMs to ensure alignment and to preempt any cross-project conflicts or resource contention.

Quality, Consistency & Client Satisfaction

• Implements account-specific delivery standards and best practices. Reviews key deliverables for consistency and quality before they go to the client.
• Ensures that all teams working for the client adhere to established processes (e.g., governance meetings, change control procedures), giving the client a seamless and reliable experience across projects.
• Acts as the delivery point of contact for client stakeholders (often client program managers or IT leads).
• Provides consolidated progress updates, handles client inquiries about project execution, and manages expectations.
• If the client has concerns or feedback about delivery, the CSE gathers details and drives the response plan, thereby showing the client a high level of attention to their operational needs.
• Monitors client satisfaction across all engagements (e.g., through feedback surveys or direct client interactions) and addresses systemic issues.

Issue Resolution, Escalation & Resource Coordination

• Proactively identifies and resolves delivery issues within the account.
• When challenges arise (timeline risks, scope gaps, team bandwidth issues, etc.), the CSE works with Apex project leads, Engagement Management Practice Directors (EMPDs), Executive Delivery Leads (EDLs) and the client to course-correct quickly - adjusting plans, reallocating resources, or negotiating scope changes as needed.
• Ensures that risk management responsibilities are clearly delegated to project owners yet retains ultimate oversight of risk status.
• Proactively reviews major risks and drives mitigation plans, protecting the business from surprises. Serves as the first level of escalation for any delivery-related client complaints, ensuring rapid response and recovery.
• Coordinates with resource managers to secure and maintain the right engagement management resources (Engagement Managers, Project Coordinators) and Specialty IPCs for the client's projects.
• Anticipates upcoming skill needs on the account(s) and advocates for appropriate staffing or specialist support.
• Balances team assignments to maximize productivity without overloading individuals, leveraging knowledge of client priorities to inform resourcing decisions.

Account Improvement, Growth & Collaboration

• Continuously looks for ways to improve delivery efficiency and value on the account.
• Implements process improvements or new tools on the account (with client agreement) to increase quality or speed.
• Provides the account team (CP/ECP) with delivery insights that could lead to new opportunities - for example, identifying a client need revealed during project work and sharing that with the Client Partner.
• A successful CSE not only executes but also contributes to account growth by ensuring delivery excellence that earns client trust.
• Works closely with the account leaders to align delivery capabilities with sales and growth objectives.
• Provides input during sales pursuits on execution approach and delivery implications.
• Partners with the TE on ensuring new solutions are deliverable. Essentially, bridges sales promises and operational execution, ensuring Apex can deliver what is sold.
• Management of the contract management process (includes approvals, execution, and administration) as well as ownership of DSO factors to include the purchase order (PO), invoice, and payment processes for the clients they are responsible for.

JOB REQUIREMENTS

• Bachelor's Degree in Business, Communications, or related field
• 10+ years of experience managing complex IT or consulting projects, preferably across a range of project types (development, integration, managed services).
• Strong grasp of project management disciplines (scope, schedule, budget, risk). PMP or Agile certification a plus.
• Proven ability to oversee and synchronize multiple projects simultaneously.
• Excellent organizational skills and attention to detail.
• Experience in a delivery lead or engagement manager role for a major client is highly desirable (understands how to juggle various workstreams while maintaining a coherent overall plan).
• Excellent communicator, especially in explaining delivery status and issues to client stakeholders in a clear, professional manner.
• Skilled at managing client expectations and maintaining a positive relationship even when confronting challenges. High customer service orientation.
• Problem Solver: Proactive and solution-oriented mindset. Demonstrated talent for quickly resolving project issues and removing obstacles. Calm under pressure - can lead teams through crises or conflict with confidence and fairness.
• Strong leadership presence with the ability to motivate and guide delivery teams (often indirectly).
• Capable of holding project managers accountable for their commitments while also mentoring them as needed. Takes ownership of outcomes and inspire
• Familiarity with the client's industry and business environment is beneficial. Able to understand the context of the client's goals and tailor delivery approaches accordingly. Adept at aligning technical execution with business priorities of the client.
• Hybrid with 2 days in-office

OUR COMPREHENSIVE BENEFITS

• Competitive Salary
• Health, Dental and Vision Insurance
• Health Savings Accounts (HSA) with Employer Contribution
• Flexible Spending Accounts
• Long and Short-Term Disability
• Life Insurance
• Voluntary Benefits
• Employee Assistance Program
• Paid Parental Leave
• Wellness Incentives
• Vacation and Holiday Pay
• 401(k) Retirement Plan with Employer Match
• Employee Stock Purchase
• Training and Advancement opportunities
• Tuition Reimbursement
• Birthdays Off
• Philanthropic Opportunities
• Referral Program
• Partial Gym Membership Paid
• Team Building Events
• Discount Programs

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact [email protected] .