Client Service Manager

University of Toronto • Toronto, ON

1d • CA$86,340 - CA$110,415 • Onsite

About The Position

The Rotman School of Management is part of the University of Toronto, a global centre of research and academic excellence at the heart of Canada’s commercial and financial capital. Rotman is a catalyst for transformative learning, insights and public engagement, bringing together diverse views and initiatives around a defining purpose: to create value for business and society. We make a fundamental promise, Here’s where it changes to our students, our partners and the broader community. Everyone at Rotman, faculty and staff, plays a role in bringing that promise to life.

Reporting to the Director, Governance Programs, the Client Services Manager is a critical member of the Executive Programs team at the Rotman School of Management. Executive Programs offers a diverse range of education programs for individuals and groups in Toronto, nationally and internationally. Both standard and customized programs are offered throughout the year. The incumbent is responsible for balancing the needs of the various stakeholders in the programs – clients, participants, faculty, and staff and to ensure a quality experience with regard to program delivery and nurturing of client relationships.

Working under the direction of the Director, the responsibilities of the Client Services Manager include managing client relationships, supporting new business opportunities, working with faculty to improve program qualitys, interacting with key clients and participants and managing program delivery. The Client Services Manager works closely with the Executive Programs Business Development team and the Delivery Team to ensure the program runs smoothly andmeets or surpasses client expectations.

The Client Services Manager oversees the work of casual program assistants to ensure the on-site delivery of programs is well executed and to ensure that off-site programs are delivered to the Rotman standard of excellence. Finally, through their interactions with clients and participants, the Client Services Manager may identify potential program extensions and/or new programs. The Client Services Manager works with the Executive Programs Business Development teamon any related business development projects.

Requirements

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum of 5 years’ relevant experience in the area of program/project design, delivery and evaluation or training and development/adult learning in a competitive business environment.
• Strong project management/administrative experience
• Client relationship development and management experience is required
• Experienced in leading a team, working with senior level executives, and speaking in front of a group is required.
• Strong computer knowledge using MS Office – Outlook, Word, Excel, Power Point and various databases including Access
• Highly developed organizational, communication (oral and written) and relationship management skills.
• Sound knowledge of budget development and management. A team player with demonstrated decision-making skills.
• Strong professional presence demonstrated by the ability to quickly establish credibility with clients and others.
• Strong client service orientation with sensitivity to various levels of expectations from program participants, faculty, staff and suppliers.
• Understanding of business development process and ability to identify sales opportunities.
• Strong attention to detail with the ability to effectively negotiate with various stakeholders.
• Must be able to multi-task and exercise sound judgment and professionalism under pressure and stress.

Nice To Haves

• Experience working with learning management systems would be an asset
• Communicator
• Efficient
• Multi-tasker
• Possess a positive attitude
• Problem solver
• Self-directed

Responsibilities

• Building and strengthening relationships with stakeholders and partners of strategic importance
• Coordinating tasks forprojects and other strategic initiatives with stakeholders
• Conducting detailed analysis on program efficiency and student learning outcomes to inform program planning activities
• Implementing program improvements and maintenance of programstandards
• Analyzing service delivery and/or internal processes and recommending improvements
• Conceptualizing, organizing and executing program activities
• Liaising with colleagues to encourage the use of best practices and consistent programming
• Preparing detailed budgets and supporting financial documentation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level