Senior Enterprise Relationship Manager

1 week ago

Toronto, Ontario, Canada Procom Full time

Are you a strategic thinker with a passion for building strong client relationships? Procom, a leading IT staffing and contract workforce services provider, is seeking an experienced Bilingual Enterprise Program Leader to join our team.

About Procom

We are a Canadian-owned, privately held firm established in 1978. As one of North America's largest staffing firms, we have an established presence in all major Canadian markets.

The Role:

This key role involves managing and overseeing client-specific payroll programs, ensuring smooth operations, addressing issues promptly, and identifying opportunities for growth. The successful candidate will act as a liaison between the client and Procom's Client Services team, maintaining strong relationships and driving program success.

Responsibilities:

  • Meet regularly with clients to deliver program services, act as the primary point of contact for issues and escalations, and present program updates (QBRs).
  • Develop and maintain strong client relationships through various engagement activities such as business lunches, dinners, gifts, and events under the guidance of the manager.
  • Regular client-side delivery meetings and touchpoints.
  • Generate reports for clients as requested or to assist with account management activities (e.g., issue log, sub-vendor reports).
  • E nsure smooth running of client programs, address issues, and maintain compliance.
  • Respond to inquiries, resolve issues, and represent Procom.
  • Ensure compliance by understanding and addressing legal requirements, regulations, and client rules.
  • Improve performance by monitoring program performance, identifying areas for improvement, and leading projects.
  • Manage contractor relationships by handling issues, conducting calls, and supporting transactions.
  • Resolve issues by investigating and addressing problems related to contractors, payments, and collections.

Requirements:

  • Minimum 3 years in a customer success role for a software or service-based company.
  • Bilingual French and English.
  • Bachelor's degree preferred, in Human Resources, Supply Chain Management, Business Administration, or a related field.

Preferred Skills:

  • Experience in managing relationships with staffing agencies and other vendors, ensuring service quality and compliance.
  • Understanding of labor laws and regulations, particularly for contingent workers. Experience with various worker classifications (e.g., W-2, 1099, T4, Sole Proprietor, independent contractors).
  • Experience managing medium to large contingent labor programs. Skilled in handling contracts, vendors, and service delivery to clients.
  • Prior experience in customer success or account management roles, focusing on building and maintaining strong client relationships in a B2B setting.
  • Experience overseeing workforce-related projects, with an understanding of SLA/KPI management, operational metrics, and reporting.
  • Ability to use data to drive decisions, analyze workforce performance, and identify areas for improvement.
  • Hands-on experience with HRIS, VMS, or ERP tools (e.g., Beeline, SAP Fieldglass, Workday).

Compensation Package:

$80,000 - $110,000 per year, depending on experience.

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