Client Value Consultant

2 weeks ago

Toronto, Canada Info-Tech Research Group Full time

ITRG Executive Services are on significant growth trajectory - this has created a need for a new client value capability exclusively dedicated to this team. The right individual will be a hands-on professional who has a process improvement/operations excellence background and has experience in professional services delivery. This role will be critical for us to manage service delivery quality across different service dimensions (Call quality, Client Servicing plans and overall service delivery) to directly impact our strategic focus of delivering client value at scale.

**Key Responsibilities**:
**Call Quality Analysis - 40%**
- With majority of servicing delivered virtually, the role with actively sample and listen to call recordings and monitor service delivery quality
- Develop and improve the call quality scorecards and frameworks
- Manage associated monthly and quarterly call quality reporting
- Escalate potential quality risk to mitigate any client impacts

**Client Servicing Plans and Experience Analysis
- 30%**
- Develop and manage broader quality frameworks focused on delivery of client value across the lifecycle. This includes call quality, client servicing plans, service delivery and overall effectiveness
- Navigate different sources of data - Salesforce, Gainsight, Client servicing plans, loss analysis, etc. to provide a comprehensive service delivery quality reporting
- Manage associated monthly and quarterly call quality reporting

**Content Management ~ 20%**
- Develop and Manage content related to Service Quality on SharePoint, etc.
- Manage template library for Client servicing plans - periodic refreshes and upkeep of templates in alignment with Research team and Advisory team

**Influence L&D ~10%**
- Capture best practices and gaps in service delivery quality to influence L&D training development and delivery
- Develop and Manage Playbooks on delivery excellence - co-develop the associated training content with L&D
- Track new program/initiatives rollout by monitoring and reporting associated adoption metrics

**Key Selection Criteria**:

- A former or transitioning management consultant / analyst looking to build a career in Industry or Individual with an operations/process improvement background in services industry
- Ability to put structure to ambiguous situations/ problems and solving within environment of constraints. Ability to think strategically and execute tactically
- Strong independent self-starter who takes initiative in managing their day-to-day activities
- Team player who builds rapport and relationships with extended team
- Technically sufficient and work with mínimal direction
- Strong verbal, written, facilitation and presentation skills
- Canadian industry knowledge within Professional services
- Info-Tech Research Group is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability and Veteran status and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process._

  • Value Consultant

    3 weeks ago

    Toronto, Canada Docebo Full time

    Artificial Intelligence. Actual Impact. At Docebo, AI isn’t just a buzzword – it’s how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time‑saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower)....

  • Value Consultant

    2 weeks ago

    Toronto, Canada Docebo Full time

    Artificial Intelligence. Actual Impact. At Docebo, AI isn’t just a buzzword – it’s how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time‑saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower)....

  • Value Consultant

    4 weeks ago

    Toronto, Canada Docebo Full time

    Artificial Intelligence. Actual Impact. At Docebo, AI isn’t just a buzzword — it’s how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time‑saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower)....

  • Value Consultant

    11 hours ago

    Toronto, Ontario, Canada Docebo Full time

    Artificial Intelligence. Actual Impact.At Docebo, AI isn't just a buzzword - it's how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time-saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower).We're...

  • Value Consultant

    12 hours ago

    Toronto, Ontario, Canada Docebo Full time

    Artificial Intelligence. Actual Impact.At Docebo, AI isn't just a buzzword - it's how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time-saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower).We're...

  • Value Engineering Consultant

    1 week ago

    Toronto, Ontario, Canada Docebo Full time

    Artificial Intelligence. Actual Impact. At Docebo, AI isn't just a buzzword — it's how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time-saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower We're...

  • Consultant, Value Excellence

    2 weeks ago

    Toronto, Ontario, Canada ServiceNow Full time

    Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based...

  • Value Engineering Consultant

    1 week ago

    Toronto, Ontario, Canada Docebo Full time

    Artificial Intelligence. Actual Impact.At Docebo, AI isn't just a buzzword — it's how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time-saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower).We're...

  • Director, Business Value Consulting

    2 weeks ago

    Toronto, Canada Palo Alto Networks Full time

    Our Mission At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking...

  • Director, Business Value Consulting

    1 week ago

    Toronto, Canada Palo Alto Networks Full time

    Our Mission At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking...