Client Partner

2 weeks ago

Toronto, Canada Swoon Full time

Client Partner: Must be local to Toronto on-site 3x/week


A Client Partner is responsible for managing client relationships, overseeing operations, and driving business growth. They serve as the primary point of contact for our MSP-Clients, ensuring high levels of satisfaction. The Client Partner monitors performance, manages SLAs, and identifies risks. They also develop strategic account management plans to maximize retention and identify upselling opportunities. Overall, the Client Partner plays a crucial role in building strong client relationships and driving business success.


Client Relationship Management:

• Accountable for client interfacing with MSP contacts, serving as the primary point of contact and providing consistent support for all day-to-day business operations.

• Leading client meetings in collaboration with MSP-level partners, taking responsibility for preparation, ownership, and steering the discussions to deliver impactful outcomes.

• Collaborate with Senior Managers and Directors, actively participating in Project Management and executive-level meetings as required.

• Acts as the subject matter expert (SME) representing Swoon across the client portfolio, establishing rapport with MSP Program Teams.

• Assumes ownership of the full lifecycle of contractor assignments, addressing onboarding, escalations, and offboarding matters with MSP partners.

• Ensures high levels of client satisfaction by promptly addressing concerns and delivering exceptional service.

• Assumes responsibility for coordinating, conducting, and preparing client visits alongside MSP partners, with travel commitments of up to 20% as instructed by the Senior Manager and Senior Director of the respective accounts.


Account Management:

• Manages day-to-day operations related to the assigned client, including requisition process management, order prioritization, expedited issue resolution, and continuous refinement to meet agreed-upon service level agreement (SLA) terms.

• Collaborates closely with the recruiting and sales team to identify, evaluate, and present top-tier candidates that align with clients' specific requirements.

• Maintains a focus on quality by thoroughly screening candidates and ensuring they possess the necessary skills and qualifications.

• Ensures data accuracy within systems (VMS, ATS) and conducts regular audits to maintain data integrity.

• Monitors candidate performance and client feedback to continuously enhance the candidate selection process.

• Collaborates with Senior Managers and Directors to develop strategic account management plans that maximize client retention and identify upselling opportunities.

• Works with internal teams to offer additional staffing services tailored to clients' evolving needs.

• Collaborates closely with the Account Coordinator to provide mentorship, training, and performance oversight.


Performance Reporting & Management:

• Assessed through quarterly performance reports that detail key metrics such as client satisfaction rates, client scorecards, and forecasts.

• Responsible for monitoring client SLAs, including time to fill, interview ratios, hire ratios, etc…

• Ensures thorough monitoring of account performance to minimize risk during optimization periods.

• Actively identifies and communicates potential risks to internal Directors and Leadership through analysis, scorecard measurements, and adherence to SLAs.

• Ensures that client requirements are met and provides education to the internal team regarding compliance matters.

• Implements sales enablement strategies through lead generation, consistent training/documentation (ROE), and active involvement in sales strategy.

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