We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.
The Manager of Client Engagement Systems & Performance is accountable for transforming New Charter’s client engagement strategy into a scalable, measurable, and outcomes-driven operating model across New Charter.This role maintains the systems, standards, and performance accountability behind the tools and best practices New Charter utilizes to engage clients—spanning Lifecycle Manager (ScalePad LMX), Client Business Reviews (CBRs), and client sentiment (CES, CSAT, NPS).
Success in this role is defined by platform adoption, operational consistency, and measurable impact on retention, client experience, and growth.
This is not a tool administration role. It is a platform ownership and performance leadership role that connects technology, process, and data to business outcomes.
Core Responsibilities
1. Platform Ownership & Strategic Alignment
- 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
- Identify and drive efforts to close gaps in functionality, integration, and automation
- Ensure seamless integration across PSA, CRM, RMM, and reporting systems
2. New Charter Adoption & Governance
- Define and enforce standard engagement expectations across all OpCos, including:
- ScalePad LMX adoption and utilization
- (CBR) Client Business Review delivery standards
- Client sentiment capture
- Develop and execute a company-wide adoption playbook of best practices ranging from tool adoption and our business review processes.
- Establish clear accountability mechanisms with leadership teams at the operating company level and beyond.
- Drive governance through reporting, adoption tracking, and escalation when necessary
- Work to reduce manual effort and increase system reliability across OpCos
3. Client Engagement & CBR Excellence
- Standardize and scale Client Business Review (CBR) best practices across the platform
- Ensure ScalePad LMX is the system of record for client insights, roadmap planning and client engagement
- Improve efficiency and consistency of CBR preparation and delivery across the platform
- Embed proactive, value-driven client engagement into operating rhythms
4. Client Sentiment System Ownership (CES / CSAT / NPS)
- Own the end-to-end client sentiment strategy, including tools, processes, and data integrity
- Drive standardization of how and when sentiment is measured across all client touchpoints
- Drive adoption of CES measurement across ≥90% of OpCos
- Build and maintain unified, executive-ready sentiment dashboards
- Ensure closed-loop feedback processes are operational and actionable
5. Data, Reporting & Business Impact
- Develop reporting frameworks that connect and/or correlates client engagement to:
- Net Revenue Retention (NRR) and renewal rates
- Expansion and cross-sell pipeline
- Identify leading indicators of client health and churn risk
- Deliver executive-level insights and recommendations
- Partner with Finance and Revenue Operations to quantify ROI and business impact
- Improve scalability, data accuracy, and operational efficiency
6. Program Management & Execution
- Own the roadmap, milestones, and delivery of client engagement solutions
- Track adoption and progress using tools such as Monday.com
- Ensure cross-company initiatives are executed with clarity, accountability, and measurable outcomes
- Maintain centralized documentation and process standards
Required Qualifications
- 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
- Compensation to be 120,000 Dependent on Experience
Preferred Qualifications
- Strong understanding of PSA, RMM, and ScalePad solutions
- Experience with Monday.com or similar project management tools
- Hands-on experience and understanding of CES, CSAT, and NPS programs
- Background in private equity-backed or multi-tenancy organizations
- Experience with systems integration and automation design
Core Competencies
- Strategic and systems thinker
- Highly organized with strong program management discipline
- Data-driven and analytically rigorous
- Outcome-oriented with a bias for execution
- Strong executive presence and communication skills
- Effective at driving change and influencing without authority
- Collaborative, decisive, and accountable
Role Impact
This role ensures that New Charter’s Client Engagement Framework is not conceptual—it is operational, standardized, and financially impactful.
By aligning systems, process discipline, and client sentiment intelligence, this leader drives:
- Retention and Net Revenue Growth
- Operational consistency across OpCos
- A differentiated, data-driven client experience
Who We are:
At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.
At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)
Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.
Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are!
We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter.
New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.