Manager, Client Success

4 weeks ago

Mississauga, Canada Symcor Inc. Full time

About Symcor

Symcor enables secure data exchanges and supporting business processes, to help clients succeed in an evolving digital world. Trusted by Canada's largest institutions for over 25 years to support their digital transformations, Symcor aligns industry participants to solve common challenges in the most effective and efficient way.

**The Opportunity**:
Provides expertise in a wide range of services including relationship management, active management of client issues, incidents, projects and changes related to assigned (< $1M annual revenue) clients, identification of potential new business and internal facilitation and support to these new business opportunities. This individual should have a passion for account management planning, relationship management, governance and client success and be excited for the execution.
This role is truly hybrid and doesn’t require any mandatory in office days but we request that the applicant be able to travel to the site for company and team events.

**About The Role**:

- Participate in defining key business objectives, client specific goals and priorities and sales strategies.
- Identify new business opportunities within the framework of the organization-wide strategy.
- Develop and execute the tactical plan flowing from the Account Plan.
- Provide regular review updates with senior management, adjusting performance against the tactical plan.
- Partner with clients to set realistic expectations and, as appropriate, develop a plan that meets the clients’ goals and priorities.
- Provide strategic guidance, thought leadership and perspective to clients on product or service solutions.
- Offer client multi-layered value to grow the business in multiple ways.
- Align internal groups with clients’ needs and expectations, acting as conduit between parties.
- Recognize opportunities for current services/products for new revenue through contacts/interaction with clients.
- Identify strategic opportunities for new products/services and facilitate product/sales discussions with clients and the relevant internal team.
- Monitor and review contractual agreements to ensure that services meet expectations.
- Conduct regular meetings and reviews of performance with clients, as required.
- Ensure effective and appropriate governance processes and structures are in place.
- Keep up-to-date on Clients’ account activity trends through report reviews.
- Establish and maintain strong, credible relationships with key project/change team.
- Ensure understanding of roles and responsibilities of parties involved.
- Communicate client expectations, standards and conditions of client satisfaction.
- Follow pre-established processes and methods to gather all information pertaining to the incident.
- Partner with key project/change team to discuss and agree on issue root causes, reasons and subsequent action plan.

**What You Need To Succeed**:
**Education**:

- Post-Secondary Education and/or equivalent years of related experience.

**Experience**:

- 5+ years of related experience, specifically with partnering with clients, relationship management, and identifying new business opportunities.
- Expert level in client relations developed through years of interacting and managing customer relationships.

Skill requirements
- Professional development in fields such as business.
- Knowledge of business acumen.
- Negotiation skills.
- Analytical thinking and decision-making.
- Project management.
- Understanding of the client organizations services and needs.
- Understanding of the client organizations mode of operations.
- Understanding of the client organizations culture and approach in conducting business.
- Knowledge of the levels of authority and decision in client organizations.

What’s In It For You

At Symcor, we define our success by what we help others achieve. We were created to support our clients and, through our products, services, and solutions, protect and strengthen their brands. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program that includes a competitive compensation package, flexible benefits and time away options, retirement and savings plans and a commitment to your overall health and well-being through our myWell-being program.
- Leaders who support your development through coaching and managing opportunities.
- Ability to make a difference and lasting impact.
- Opportunities to do challenging work and progressively take on greater accountabilities for growth.
- We foster an inclusive atmosphere of One Symcor with our philosophy of +1 Unique You®, we harness each employee’s uniqueness, different skills, backgrounds, and perspectives to contribute to mutual success. It is the diversity of our people and the inclusive environment that has been and will always be key to Symcor’s success.

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