Senior Manager, Strategic Accounts & Initiatives

Fasken•Toronto, ON

4d•CA$120,000 - CA$145,000•Hybrid

About The Position

Fasken is seeking a Senior Manager, Strategic Accounts & Initiatives to join their Marketing & Business Development team. This role is central to the firm's Strategic Account Management (SAM) program, which focuses on managing key clients to ensure satisfaction and foster growth. The successful candidate will act as a manager, connector, and influencer, utilizing strong communication and consensus-building skills to drive this important program. Reporting to the Head of Marketing and Business Development, this position will enhance and expand the SAM program by implementing advanced strategies and tools, ultimately elevating client account management and contributing to the firm's growth in a dynamic business environment.

Requirements

6–10 years of experience in customer service, sales, or related fields, ideally within professional services, financial services, or insurance.
Proven leadership in customer and strategic account management.
Strong client-focused mindset with the ability to build and sustain long-term relationships.
Strategic and creative thinker with a track record of driving programs and initiatives.
Excellent communication, collaboration, and consensus-building skills, including executive-level communication capability.
Advanced analytical skills, with the ability to translate client data into actionable insights; proficiency in Excel (advanced) and familiarity with Power BI.
Project management expertise, with the ability to prioritize deliverables across multiple stakeholders.
Experience using CRM platforms and client management tools.
Strong problem-solving skills and exceptional attention to detail.
Proficiency in Microsoft Office

Nice To Haves

Power BI experience considered an asset.

Responsibilities

Actively manage a portfolio of SAM clients.
Develop and implement tailored engagement plans to support lawyers in deepening client relationships and aligning legal services with client business priorities, ensuring consistent value delivery, proactive engagement, and long-term retention.
Act as a gatherer and connector of key client intelligence, ensuring the timely delivery of value-add services to strategic accounts.
Develop relationships with client managers and awareness of key client contacts serving as the link of communication between SAM team and other internal business units.
Work closely with the client loyalty manager to integrate client feedback into account management processes, measuring and improving overall client satisfaction.
Support the Head of Marketing and BD on broader market or client projects to leverage growth opportunities outside of the strategic account program.
Leverage business intelligence tools and analyze data to understand business needs and goals of key clients, spot trends, and identify growth opportunities and risks for strategic accounts.
Develop and manage program metrics and dashboards to monitor success rates, partnering with business development and marketing operations to report on program activities.
Drive sales initiatives within strategic accounts by identifying cross-selling opportunities, facilitating collaboration across industry and practice groups, and supporting partners in pursuing growth.
Create sales-enablement tools for SAM partners.
Establish and manage budgets, providing reporting on investment into strategic accounts.
Propose and implement process improvements to refine and enhance the SAM program by regularly reviewing and updating program resources and tools.
Develop and deliver training programs for lawyers and BD teams to strengthen client engagement skills, enhance client-service delivery, and support execution of account plans.
Work with Head of Marketing and BD to deliver SAM program presentations to encourage internal adoption.
Develop and share internal client success stories that help to communicate the value of strategic account management.