Client Experience Manager

2 weeks ago

Toronto, Ontario, Canada Boldr Full time
About Boldr

Boldr is a global B-Corp dedicated to delivering exceptional Client experiences while creating access to dignified, meaningful work in communities worldwide.

Our Values
  • Meaningful connections start with authenticity
  • We do our best work by being curious
  • We grow by remaining dynamic
Job Summary

We're seeking a self-starter, hard-working, and dedicated team member to join our Client Experience team as a Client Success Lead. In this role, you'll maintain and nurture Boldr's Client relationships, develop and empower Team Captains, and act as a business owner accountable for Client success.

Key Responsibilities
  • Develop and maintain authentic relationships with Clients and internal stakeholders
  • Act as a strategic advisor to Clients and internal stakeholders by managing key points of contact and updating key challenges and opportunities
  • Execute daily and weekly reviews of operational performance with Client stakeholders and Boldr leadership
  • Communicate and resolve basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner
  • Manage Client contracts, including MSAs and SLAs
  • Monitor compliance against SLAs and achievement of Client KPIs
  • Partner with Team Captains to ensure documentation is constantly updated and process improvements are sourced
  • Facilitate Client Business Reviews in partnership with the SBU Head and organize the Boldr team to create these reviews
  • Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business opportunities
  • Update Hubspot deal cards and ensure all necessary items are appropriately invoiced
  • Follow up with Clients on invoicing, pricing discrepancies, and other billing-related issues
People Management
  • Plan and oversee hiring, onboarding, training, quality assurance, tool optimization, and team building
  • Supervise and develop Team Captains through guidance, observation, and performance management activities
  • Join Team Captains on calls with Clients, team huddles, or coaching sessions to stay up to date with Client and team developments
  • Take steps to ensure learning and growth through development plans and, when necessary, progressive counseling
  • Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members
  • Establish, promote, and maintain the Boldr culture within the organization
  • Understand employee career growth aspirations to enable matching Boldr's needs with employee abilities
  • Act as the escalation point for Team Captains
  • Responsible for upholding our organization's values throughout the workplace
  • Monitor achievement of internal and external KPIs and ensure Operational Excellence
  • Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs
Requirements
  • Curious and authentic, just like us
  • An analytical and critical thinker, with an eye for even the most minute of details
  • Passionate about client satisfaction
  • Bachelor's/College Degree of any related field
  • 2+ years in a Client-facing role
  • 2+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries
  • 2+ years people management experience
  • Manipulate Excel or Google Sheets, and Google Slides to be helpful with the reporting work
  • Focus on listening and understanding what other people are saying
  • Maintain an open dialogue with the organization's external and internal Client partners
  • Read, research, and draft letters, emails, and documents
  • Identify complex problems and review related information to develop and evaluate options and implement solutions
  • Speaking in a public setting and delivering presentations to individuals and groups
  • Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences

  • Client Experience Manager

    2 months ago

    Toronto, Ontario, Canada Teleperformance Full time

    About the RoleWe are seeking a highly motivated and results-driven Client Experience Manager to join our team at Teleperformance. As a Client Experience Manager, you will be responsible for partnering with new clients to develop and execute their online advertising campaigns, driving business growth and customer satisfaction.Key ResponsibilitiesPitch and...

  • Client Experience Manager

    2 months ago

    Toronto, Ontario, Canada Teleperformance Full time

    About the RoleIn this exciting position, you will partner with a portfolio of new clients to help them develop their first online advertising campaigns, driving significant impact on their business. This is a target-driven environment where you will work towards individual targets and be part of a larger onboarding team.Key ResponsibilitiesPitch and impact...

  • Utilization Management Program Director

    4 weeks ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Job Summary:As a key member of the HealthEcareers - Client team, the Utilization Management Program Director will oversee the day-to-day operations of the Utilization Management Program in the Service Area or a Medical Center. This role requires a strategic thinker who can ensure cost-effective and quality patient care by optimizing resource utilization. The...

  • Utilization Management Program Director

    4 weeks ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Job Summary:As a key member of the HealthEcareers - Client team, the Utilization Management Program Director will oversee the day-to-day operations of the Utilization Management Program in the Service Area or a Medical Center. This role requires a strategic thinker who can ensure cost-effective and quality patient care by optimizing resource utilization. The...

  • Utilization Management Program Director

    4 weeks ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Job Summary:As a key member of the HealthEcareers - Client team, the Utilization Management Program Director will oversee the day-to-day operations of the Utilization Management Program in the Service Area or a Medical Center. This role requires a strategic thinker who can ensure cost-effective and quality patient care by optimizing resource utilization. The...

  • Utilization Management Program Director

    4 weeks ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Job Summary:As a key member of the HealthEcareers - Client team, the Utilization Management Program Director will oversee the day-to-day operations of the Utilization Management Program in the Service Area or a Medical Center. This role requires a strategic thinker who can ensure cost-effective and quality patient care by optimizing resource utilization. The...

  • Clinical Case Manager RN

    2 weeks ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Job Summary:As a Clinical Case Manager RN with HealthEcareers - Client, you will play a critical role in coordinating and managing the care of patients to ensure they receive the most appropriate and cost-effective treatment. This involves working collaboratively with physicians, other healthcare professionals, and patients to develop and implement...

  • Clinical Case Manager RN

    3 weeks ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Job Summary:As a Clinical Case Manager RN with HealthEcareers - Client, you will play a critical role in coordinating and managing the care of patients to ensure they receive the most appropriate and cost-effective treatment. This involves working collaboratively with physicians, other healthcare professionals, and patients to develop and implement...

  • Senior Client Experience Manager

    1 week ago

    Toronto, Ontario, Canada CI Financial Full time

    At CI Financial, we're committed to creating a workplace where everyone has a voice, is empowered to take ownership of meaningful work, and has opportunities to grow through challenging projects. As a Senior Client Experience Manager, you'll play a crucial role in advisor satisfaction, overseeing all aspects of servicing a dedicated group of Assante...

  • Luxury Client Experience Manager

    4 days ago

    Toronto, Ontario, Canada Nuovo Photography Full time

    We are seeking a skilled and results-driven Luxury Client Experience Manager to join our Toronto-based team at Nuovo Photography. In this role, you will be the primary point of contact for our luxury clientele, providing exceptional service and cultivating strong relationships to drive revenue growth.The ideal candidate will have a proven track record in...

  • Senior Client Experience Manager

    1 week ago

    Toronto, Ontario, Canada CI Financial Full time

    Job SummaryCI Financial is seeking a highly skilled Relationship Manager to lead our Client Experience Team. As a key member of our team, you will play a crucial role in advisor satisfaction, serving as a critical liaison between advisors and the head office.Key ResponsibilitiesLead and manage an assigned client service team, ensuring excellence in...

  • Case Manager Utilization RN

    4 weeks ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Job Summary:As a Utilization Review Nurse with HealthEcareers - Client, you will work collaboratively with physicians to coordinate and screen for the appropriateness of admissions and continued stays. Your expertise will be utilized to make recommendations for alternate levels of care when patients do not meet the medical necessity for inpatient...

  • Case Manager Utilization RN

    4 weeks ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Job Summary:As a Utilization Review Nurse with HealthEcareers - Client, you will work collaboratively with physicians to coordinate and screen for the appropriateness of admissions and continued stays. Your expertise will be utilized to make recommendations for alternate levels of care when patients do not meet the medical necessity for inpatient...

  • Client Experience Specialist

    4 weeks ago

    Toronto, Ontario, Canada Royal Bank of Canada Full time

    Job SummaryWe are seeking a highly skilled Corporate Cash Management Associate to join our team at Royal Bank of Canada. As a key member of our Client Experience Group, you will be responsible for delivering exceptional client experience to our US customer base, focusing on U.S Cash Management support model.Key ResponsibilitiesClient Lifecycle Management:...

  • Client Experience Specialist

    4 weeks ago

    Toronto, Ontario, Canada Royal Bank of Canada Full time

    Job SummaryWe are seeking a highly skilled Corporate Cash Management Associate to join our team at Royal Bank of Canada. As a key member of our Client Experience Group, you will be responsible for delivering exceptional client experience to our US customer base, focusing on U.S Cash Management support model.Key ResponsibilitiesClient Lifecycle Management:...

  • Client Experience Liaison

    2 weeks ago

    Toronto, Ontario, Canada The Leadership Agency Full time

    Job SummaryWe are seeking a highly organized and detail-oriented Client Experience Coordinator to join our team at The Leadership Agency. This is an onsite opportunity based in downtown Toronto, where you will work closely with our internal team to provide exceptional client service.As a Client Experience Coordinator, you will be responsible for handling...

  • Client Experience Liaison

    1 week ago

    Toronto, Ontario, Canada The Leadership Agency Full time

    Job DescriptionAt The Leadership Agency, we are seeking a highly organized and detail-oriented Client Experience Coordinator to support our internal team. This is a great opportunity for someone who is eager to learn about client management and is passionate about delivering exceptional client experiences.Handling day-to-day client interactions and ensuring...

  • Client Experience Liaison

    1 week ago

    Toronto, Ontario, Canada The Leadership Agency Full time

    Job Title: Client Experience CoordinatorJob Description:The Leadership Agency is seeking a highly organized and detail-oriented Client Experience Coordinator to support their internal team. This is a great opportunity for someone who is eager to learn about client management and provide exceptional experiences.Handle day-to-day client interactions and ensure...

  • Client Experience Coordinator

    5 days ago

    Toronto, Ontario, Canada The Leadership Agency Full time

    Job Title: Client Experience CoordinatorJob Summary:Our company, The Leadership Agency, is seeking a highly organized and detail-oriented Client Experience Coordinator to support our internal team. This is a great opportunity for someone who is eager to learn about client management and has a passion for delivering exceptional client experiences.Key...

  • Client Experience Liaison

    2 weeks ago

    Toronto, Ontario, Canada The Leadership Agency Full time

    Job Title: Client Experience CoordinatorWe are seeking a highly organized and detail-oriented Client Experience Coordinator to join our team at The Leadership Agency. This is an exciting opportunity to work with a boutique law firm that specializes in Intellectual Property, Corporate Law, Franchising Law, and Litigation in technology, artificial...