Senior Manager, Client Service

DATA Communications Management Corp • Richmond Hill, ON

3h • CA$75,000 - CA$85,000 • Onsite

About The Position

Octacom, a division of DCM, is an enterprise software and services company focused on document and data management solutions. Octacom specializes in document management and workflow automation software, as well as document imaging and data capture services. Octacom’s core solutions focus on large scale digitization and financial process automation, enabling large enterprise clients across a wide range of industries to streamline and optimize their Accounts Payable and Accounts Receivable processes.

As a Senior Manager, Client Services, you will take ownership of key enterprise relationships and help shape how client service is delivered. You’ll be the single point of accountability for a portfolio of strategic client relationships, owning commercial outcomes, service quality and delivery from onboarding through renewal. You will lead complex implementations and change initiatives, and direct Production and IT to deliver against client commitments.

This is an onsite role working Monday to Friday in our Richmond Hill office. There will be an option to work remotely for 1 day per week after a successful probation period. Occasional travel to client sites may be required on an as needed basis.

Requirements

• Bachelor’s degree in Business, Communications, or related field with 5+ years of experience in a client-facing account management role, including 2+ years managing enterprise accounts
• Strong project management skills, with the ability to influence and mobilize cross-functional teams without direct authority and exercise organizational and time management abilities
• Excellent written and verbal communication skills, with high attention to detail and problem-solving skills
• Proactive and accountable with continuous improvement mindset, focusing on positive client experience
• Proficient in Microsoft Office Suite

Nice To Haves

• Experience in a B2B IT or document/data management environment is an asset

Responsibilities

• Own a portfolio of enterprise client accounts, serving as the primary point of contact across implementations, change requests, business reviews (monthly/quarterly), contract renewals, pricing updates, and service changes
• Lead complex client escalations for your portfolio, driving efficient and effective resolutions of complex support issues, while proactively identifying risks through regular client check-ins and relationship management
• Act as the primary project manager for client onboarding, new project implementations, and change requests from scoping through go-live, owning level-of-effort estimates, project documentation (SLA, SOW, Business Rules, and Project Plans), client communication cadence, and coordination of Production and IT teams to ensure timely, on-budget delivery
• Track client commitments, delivery performance, renewal/pricing status, and emerging risks for your portfolio, providing clear updates to management regularly and escalating issues proactively
• Own the internal processes and service standards for assigned accounts, ensuring consistent client communication, seamless service delivery, and a high-quality client experience
• Drive consistent service delivery by owning account processes, standards, and communication across internal teams.
• Set documentation standards for QA implementations and process/application rollouts, ensuring clear communication with internal and external stakeholders throughout

Benefits

• Comprehensive healthcare, dental, and vision coverage for you and family starting on first day of work
• 3 weeks of vacation annually
• Collaborative and supportive work environment where your ideas are valued and your impact is visible

What This Job Offers

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