Client Services Manager

2 days ago

Vancouver BC VB S, Canada It's Your Time Business Services Inc Full time $55,000 - $60,000 per year

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.

Job Type: Full-time

Benefits:

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

Job Type: Full-time

Pay: $55,000.00-$60,000.00 per year

Benefits:

  • Extended health care

Work Location: In person

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