Client Services Manager

5 months ago

Toronto, Canada Pennine Security Solutions Full time

Pennine Security Solutions Inc.

We are looking for a strong Client Service's Manager to create and maintain long-term, trusting relationships with our customers. The Manager’s role is to oversee a portfolio of assigned customers, assist the HR Department with existing employees and work with all Departments to maintain current and develop new business.

**What does a Client Service's Manager do?**

Client Service Management responsibilities include developing and maintaining strong relationships with customers, connecting with key business executives and stakeholders and preparing reports. Client Service's Managers answer client queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams to improve the entire customer experience. This position requires GTA travel.

Ultimately, a successful Manager should collaborate with our sales team and our HR Department while keeping our clients satisfied and engaged with our products and services in the long-run.

**Responsibilities**
- Serve as the lead point of contact for all customer account management matters
- Build and maintain strong, long-lasting client relationships
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Forecast and track key account metrics (e.g., quarterly results and annual forecasts)
- Prepare reports on account status
- Collaborate with sales team to identify and grow opportunities within territory
- Assist with challenging client requests or issue escalations as needed

**Requirements and skills**
- Proven work experience as a Client Service's Manager, Key Account Manager, Service Account Manager, Junior Manager or relevant role.
- Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization.
- Solid experience with software (e.g. Salesforce, CRM or HubSpot) and MS Office (particularly MS Excel)
- Experience delivering client-focused solutions to customer needs
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- Excellent listening, negotiation and presentation abilities
- Strong verbal and written communication skills
- BA/BS degree in Business Administration, Sales or relevant field

**Key Duties and Responsibilities**:
**Portfolio Management**
- Oversee daily operations at each assigned site. Ensure service runs smoothly and efficiently by providing support through both onsite visits and open communication
- Maintain schedules utilizing the latest software.
- Provide accurate and Timely reports about each site to the HR Manager
- Monitor compliance of company policies and complete workplace investigations
- Work closely with and provide support to the HR Team and Site Supervisors.
- A flexible work schedule to provide after hours support to clients when required

**Service Delivery Management**
- Responsible for meeting client obligations in a timely manner
- Resolves problems and/or conflicts and maintain open communication with the client and staff including providing regular written and oral reports to ensure satisfaction
- Recommend solutions and implement appropriate actions
- Monitors all service requests and passes them on to the appropriate person
- Daily monitoring of administrational documents produced at the site for accuracy and transparency (i.e. daily reports, incident reports, patrol reports)
- Ensures work is done correctly and safely.

**Benefits**:

- Competitive salary plus commission and bonus incentives
- Benefits
- Company Vehicle for use when applicable
- Company phone and Laptop

**Salary**: $58,000.00-$62,500.00 per year

**Benefits**:

- Company car
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- On call
- Weekends as needed

Supplemental pay types:

- Bonus pay
- Commission pay

**Experience**:

- Administrative: 2 years (preferred)
- Management: 2 years (preferred)
- Hospitality industry: 2 years (preferred)

**Language**:

- English (required)

Licence/Certification:

- Class G Licence (required)

Work Location: On the road

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