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Client Relationship Executive

2 months ago

Toronto, Ontario, Canada BGIS Full time

About the Role

The Customer Success Manager plays a pivotal role in ensuring the seamless execution of internal BGIS procedures, guaranteeing that all client service level agreements and Key Performance Indicators (KPIs) are met. This position serves as the primary point of contact for day-to-day interactions with clients, driving the performance of contracts and developing proposals for potential clients.

Key Responsibilities

  • Understand clients' objectives, business drivers, and needs to optimize the value delivered to the client.
  • Schedule and manage all quarterly business reviews (QBRs) with Internal Business Unit (IBU) client teams, focusing on meeting all service level agreements (SLAs).
  • Update and generate monthly and quarterly client reports in accordance with established timelines, participate in Monthly and Quarterly Business Reviews.
  • Work closely with Regional Directors to ensure adoption of productivity increasing technologies.
  • Collaborate with internal BGIS Operational Leaders to ensure client KPIs are being reached and that cleaners are meeting and exceeding client expectations.
  • Work with internal BGIS SCS operations and client account teams to develop and execute plans to drive business growth and maximize profitability.
  • Streamline and optimize business processes to improve efficiency and effectiveness.
  • Implement and maintain effective inventory control policies and procedures.
  • Collaborate with purchasing and procurement teams to place orders based on inventory requirements.
  • Take a pan-account view to implement best practices and continuous improvement initiatives.
  • Utilize Power BI to create visually compelling and interactive dashboards and reports.

Requirements

  • University Degree, with 5 – 10 years equivalent work experience in an environment with similar accountabilities.
  • Industry experience in Integrated Facility Management (IFM), Service Management, Customer Advocacy & Sales, or Sales Administration & Management.
  • Proficiency in Systems both Client & Technical Services operating platforms.
  • Strong proficiency in Power BI.
  • Data collection and reporting experience.
  • Technical & financial business acumen for proposal and report development.
  • Demonstration experience developing and confidently presenting to clients.
  • Superior skills in MS Office, with a focus on Excel & PowerPoint.
  • Strong communications skills, both written and verbal.
  • Negotiation skills.
  • Limited travel required based on client footprint and needs.

About BGIS

At BGIS, we believe that diversity and inclusion is a key business driver, and we are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retaining individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success.