Client Services Manager

10 hours ago

Edmonton, Canada It's Your Time Business Services Inc Full time

**Company Overview**

About Us

At It’s Your Time Business Services Inc., we pride ourselves on delivering boutique, personalized support to our clients. As a Client Services Manager, you’ll be the strategic bridge between our clients and internal practitioners, ensuring seamless service delivery, fostering strong relationships, and continuously improving processes.

**Note**: This is a **service delivery & relationship leadership** role—**no cold sales or quotas**. You’ll lead onboarding, coordination, reporting, and continuous improvement across client accounts.
- **Client Onboarding & Relationship Management**:

- Lead new-client onboarding: develop trust through transparent, structured checklists.
- Schedule and run regular client check-ins, share industry insights, and proactively address needs.
- Build rapport by understanding each client’s goals, preferences, and milestones (e.g., birthdays, anniversaries).
- **Practitioner Leadership & Development**:

- Delegate ~80% of client work via Client Hub, reserving 20% for high-level oversight.
- Conduct weekly one-on-ones: set clear KPIs, provide balanced feedback, and document notes in Sage.
- Design and maintain “how-to” training guides using Loom and Tango for effective knowledge transfer.
- **Operational Oversight & Reporting**:

- Review weekly timesheets for accuracy (billable vs. non-billable) and monitor budget health.
- Obtain and document client approval for scope changes; post approvals in Scope Creep chat.
- Produce concise leadership reports: project status, wins, challenges, and resource needs.
- **Conflict Resolution & Process Improvement**:

- Address client issues with prompt acknowledgment, ownership, and follow-up to ensure satisfaction.
- Debrief practitioners post-incident: identify root causes, co-create solutions, and set clear improvement goals.
- Continuously map workflows, spot bottlenecks, and implement efficiency-driven processes with stakeholder buy-in.
- **Tools & Systems Management**:

- Maintain client documents in SharePoint using standardized naming conventions.
- Securely manage credentials in 1Password; enforce company vault and two-factor protocols.
- Leverage ClickUp for task assignment and progress tracking; uphold best practices.
- **Business Development**:

- Regularly identify upsell opportunities by reviewing client needs and positioning new services as value enhancers.
- Collaborate with leadership to scale resources when client demands grow.

What We're Looking For
- **Experience & Skills**:

- 3+ years in client account management, professional services, or related field.
- Proven delegation and team-leadership capabilities.
- Strong time-management, conflict-resolution, and process-improvement skills.
- Proficiency with tools: Client Hub, SharePoint, BambooHR, 1Password, Loom, Tango.
- **Personal Attributes**:

- Exceptional communicator: adapts style to client preferences, from concise summaries to detailed reports.
- Highly organized with an eye for detail and a passion for operational excellence.
- Empathetic listener, proactive problem-solver, and relationship builder.
- Comfortable juggling multiple clients and priorities in a fast-paced environment.

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Vision care

Pay: $50,000.00-$55,000.00 per year

**Benefits**:

- Extended health care

Work Location: In person

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