Client Service Manager

TOPPAN Packaging Americas • CAN - ON - Remote Ontario - REMON, ON

1d

About The Position

The Client Service Manager is responsible for maintaining and strengthening the client relationship, ensuring Trident are meeting agreed expectations and delivering excellent customer service. The Client Service Manager will manage their respective teams to ensure they provide the highest level of service to current and future clients across the services. Through the strengthening of the relationship the Client Service Manager will explore further areas of organic growth and drive process improvements which supports internal efficiencies. The Client Service Manager may be responsible for the regional management for a global client or a number of regional accounts, and may take on a more global support role if assigned to a global account.

Requirements

• Strong analytical skills to review, diagnose and solve complex process and financial challenges.
• Excellent verbal and written communication skills, interpersonal skills and positive attitude.
• Proficiency with Adobe Creative Suite, Microsoft Office365, Power Point, Mac OS familiarity.
• Further education qualification
• Leadership experience directing and managing a growing team.
• 5+ years relevant experience
• Equivalent combination of education and experience will be considered.

Nice To Haves

• Business Management

Responsibilities

• Relationship Manage the client relationship by demonstrating an understanding of their business, priorities and dynamics.
• Oversee the day-to-day contact for the respective client(s), supporting the teams in managing their clients expectation.
• Consider and facilitate the most appropriate communication channels; face to face, conference call, phone, email etc. to strengthen and maintain the client relationship.
• Support monthly category review meetings that are led and prepared by the lead CSR.
• Lead client quarterly business review meetings using KPI and performance information provided by the lead CSR.
• Responsible for ensuring communication with customers is appropriate including quality investigation responses.
• Owns the clients commercial expectations: KPI, service, delivery and quality.
• With the Director of Client Services set key targets for improved service and delivery as well as continuous improvement.
• Responsible for regular measurement, analysis and reporting of performance against set targets including external stats using data provided by the CSRs.
• Support and collaborate with the Production team through the investigation and recommendation of process improvements.
• Mentorship, management and training of a client service team which can be 5-20 people.
• Accountable for maintaining WIP & Debt levels within target.
• Ensure we are charging for what we are doing by regularly reviewing the contract agreement and rate card versus the work we are doing.
• Support the CSR team to ensure the correct and appropriate cost are captured, including costs against an agreed rate card and any additional activity.
• Ensure that the assigned customer team are onboarded and understand the agreed rate card, contracted definitions and other watch outs and or considerations.
• Maintain the accounts profitability and contribution level by ensuring all possible sales are captured.
• Support the Director of Client Services with any pricing negotiation.
• Achieving the desired profitability should always be considered.
• Maintain a full understanding of Tridents immediate and extended business offering/proposition in order to identify opportunities to upsell additional products or services (Creative, CGI, AW, PP, Technology, business analysis, Smart Pack).
• Support the Director of Client Services to develop strategic growth plans; identifying key initiatives that will deliver necessary growth and optimise profitability through identifying opportunities to expand our services or geographical offering with the respective clients.
• Identify unique and successful projects to develop into case studies for the Business Development Team.

Benefits

• Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options
• 401(k) retirement plan with company match
• Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services
• Paid time off and holidays to recreate, rejuvenate and care for the health of yourself and family
• Variety of company paid and voluntary employee-paid insurance plans including life, personal accident, and disability insurance
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree