Business Partner, Customer Success

Position objective: 

As the Business Partner, Customer Success (Program), you will be part of a dynamic Program Management Office team assigned to a specific Guidant Global MSP client, reporting into the Program Leader (Program Manager or Program Director). This role is commercially focused and accountable for protecting, growing, and defending the account by expanding spend, monetization, program adoption, and overall client value. It combines the day-to-day program delivery ownership of the Program Lead with the candidate-facing and supplier-facing rigor of the Senior Talent Consultant, wrapped in a strategic Business Partner lens toward the client’s Customer Success organization. You will be empowered to build senior stakeholder relationships, proactively identify new business opportunities within the account, lead a confident commercial talk track, and deliver flawless operations in conjunction with the Client Sponsor, Service Delivery team, and Shared Back-Office Services team. We are looking for an experienced MSP professional with incredibly high integrity, an inquisitive mind, strong commercial instincts, and a passion for operational and customer service excellence. 

Commitment to our culture, values, and behaviors: 

Achievement of the position objectives and key responsibilities is attained by: 

• Fostering collaboration and building strong connections that drive Impellam’s strategy and initiatives forward. 

• Championing respect and inclusion, ensuring every interaction reflects our commitment to equal opportunity and a positive workplace culture. 

• Acting responsibly and with integrity, prioritizing the safety and well-being of yourself, others, the environment and our company. 

Key responsibilities: 

Commercial Ownership, Customer Success & Business Partnership – your top priority is building relationships and driving measurable commercial impact across the client account: 

• Commercial Ownership – protect, grow, and defend the account by identifying opportunities to increase spend, monetization, program adoption, and overall account value. 

• Business Development – proactively hunt for new opportunities within the account, including new departments, hiring managers, labor categories, service lines, and areas of unmanaged or under-penetrated spend. 

• Senior Relationship Management – build and maintain trusted relationships with senior and executive client leaders, carrying a confident commercial talk track that connects program performance to business outcomes. 

• Customer Success Business Partnering – act as a proactive Business Partner to the client’s Customer Success, HR, Procurement, and Hiring Manager stakeholders, translating program data into practical insight, recommendations, and growth opportunities. 

• Client Relationship & Satisfaction Management – develop and maintain business relationships with key client stakeholders and hiring managers, ensuring the program is positioned as a strategic solution rather than a transactional delivery function. 

• Commercial Thought Leadership – be viewed as a subject matter expert to the client; provide ongoing training, education, and market insight for HR, Procurement, Customer Success, and Hiring Manager stakeholders. 

• Communication – support delivery of relevant corporate, client, and team communications, ensuring messaging reinforces account growth, program value, and stakeholder alignment. 

• Issue Resolution – ongoing management and resolution of program, team, and people issues that may impact client satisfaction, account health, or commercial momentum. 

Commercial Rhythm, Pipeline & Business Reviews: 

• Pipeline Management – maintain visibility to active and future account opportunities, tracking progress, barriers, next steps, and stakeholder engagement required to convert growth opportunities. 

• Forecasting & Target Management – support account forecasting against growth, spend, utilization, and program expansion targets, using data to identify risks and opportunities early. 

• QBRs & Business Reviews – own or support the regular client business review cadence, preparing clear insights on program performance, value delivered, pipeline, market trends, and recommended actions. 

Program Management: 

• Day-to-Day Operations – work closely with the Service Delivery and back-office teams to ensure that day-to-day client requirements are being met; ensure SLA/KPI compliance is met at all levels. 

• Supplier/Vendor Operations – actively manage the reporting and KPIs to ensure supplier performance for appropriate job category coverage, response timing and candidate quality, ongoing supplier rationalization and optimization. 

• Escalation Management – proactively identify and successfully manage through day-to-day issues that impact program performance and client satisfaction levels, escalating to the Program Leader as needed. 

• VMS Management – build a strong relationship with the VMS Supplier to ensure system performance meets customer expectations. 

• Experienced with Business Intelligence Tools – Power BI preferred. 

Billing, Reporting & Analytics: 

• Ensure accurate and timely billing, reporting, and ongoing analysis, including scheduled and ad hoc requests; prepare weekly and monthly status reports on program activity, account health, pipeline, and issues. 

• Project Management – support the management and implementation of program/project modifications and enhancements. 

• Continuous Improvement – use experience, data, and analytics to drive improvements in program process, utilization, satisfaction, and commercial performance. 

Workplace Health, Safety, and Environmental Compliance: 

At Impellam, it is our moral obligation to safeguard each other, our customers, our temporary workforce and the environment by operating an injury-free, healthy workplace that minimizes our environmental impact. 

Impellam is committed to providing a safe and secure working environment for all employees and promoting best practices. 

You will meet our HSE obligations by committing to: 

• Seek to prevent injury to any employee, customer, worker, or contractor. 

• Actively participating and completing compliance training as required. 

• Consider the safety implications of decisions. 

Work experience and attributes: 

Essential: 

Knowledge of: 

• Staffing Industry, Managed Service Provider (MSP), Vendor Management Systems (VMS), Procurement, Statement of Work (SOW), Human Resources (HR). 

• Experience leading teams to meet service level agreements and key performance indicators relevant for MSP business performance; strong experience, and detailed orientation, in report development, management, and QA. 

• Experience in identifying and leading initiatives for process improvement. 

• Project Management experience. 

• Effective communication, presentation, time management, organization, and planning techniques. 

• MS Excel and MS PowerPoint. 

• Experienced with Business Intelligence tools and driving decisions using analytics. 

• Commercial account management disciplines, including pipeline management, forecasting, QBR/business-review preparation, stakeholder mapping, and growth planning. 

• Modern sales technology and CRM platforms, including Salesforce or Microsoft Dynamics, and tools such as ZoomInfo, Outreach, Gong, Highspot, or similar enablement and intelligence platforms. 

Ability to: 

• Demonstrate a track record of growing and maturing client relationships. 

• Demonstrate fiscal responsibility for account management. 

• Manage by influence. 

• Demonstrate excellent communication. 

• Problem solves and present conceptual information to all levels of internal and external management. 

• Initiate, recommend, or provide solutions through designated channels. 

• Build and execute project plans. 

• Manage data collection and reports for regular and ad hoc reporting needs. 

Core Competencies: 

• Passion for excellence. 

• Stress tolerance and ability to thrive in a dynamic environment. 

• High level of attention to detail. 

• Proactive approach to supporting a team and client partnership. 

• Urgency and speed of response. 

• High level of dedication and accountability. 

• Minimum of 3 years of experience as part of a Managed Service Program or Staffing management environment. 

General Understanding of: 

• MSP / Human Capital / Staffing. 

• Human Resources. 

• Procurement. 

• Contracts. 

This job description describes the principal purpose and main elements of the role. It is a guide to the nature and main duties as they currently exist but is not intended as a wholly comprehensive or permanent schedule and is not a contractual document. This document may be amended to meet the changing needs of the business.