Manager, Client Services

6 days ago

Barrie, Ontario, Canada SafetyCo Partners Inc. Full time $60,000 - $75,000 per year

Manager, Client Services & Key Accounts

Team: Sales & Growth

Location: Barrie or Waterloo, Ontario (regular travel across SafetyCo Training Centres)

Type: Full-time, Permanent

Why This Role Exists

SafetyCo is growing fast — and so are our client expectations. The Manager, Client Services & Key Accounts leads our Client Services team across multiple locations, elevating service standards, accelerating revenue from key accounts, and ensuring every client experiences our "Power of One" promise: one team, one system, one standard across the Total Safety Spectrum.

What You'll Do

Lead & Coach a Distributed CX Team

  • Coach, develop, and performance-manage Client Experience Managers (CEMs) across Training Centres; set clear goals, run weekly 1:1s, and provide consistent feedback and coaching.
  • Standardize playbooks, talk tracks, and SLAs for inquiries, proposals, bookings, and post-training follow-ups.

Drive Key Account Growth & Business Development

  • Build and execute account plans for top clients (renewals, cross-sell, upsell across Training, Consulting, Safety Officers, and Rescue).
  • Conduct onsite client visits, quarterly business reviews (QBRs), and executive reviews.
  • Partner with Marketing and Technology teams on targeted campaigns (industry verticals, recertification windows, multi-location programs).
  • Personally manage a focused portfolio of strategic accounts and "lighthouse" opportunities.

Elevate Client Experience & Outcomes

  • Ensure fast, consistent responses to all client inquiries; manage escalations and recovery with care and accountability.
  • Implement proactive recertification journeys and reminders; close compliance gaps before expiry dates.
  • Collect and act on client feedback (including NPS) to continuously improve training experiences and outcomes.

Operate the Engine: Pipeline, Process & Reporting

  • Own team dashboards and weekly reviews for Customer Satisfaction, Lead Conversion, Response Time, Recertification Compliance, and Retention - scaled from the CEM role's success metrics.
  • Forecast demand and capacity with Scheduling and Training Centre Leads; track fill rates and cancellations.
  • Ensure excellent CRM hygiene, accurate quoting, and smooth handoffs to delivery teams.
  • Partner cross-functionally (Marketing, Finance, Operations) to remove friction and enhance the end-to-end client journey.

Travel

  • Visit SafetyCo locations and key client sites on a regular cadence to coach in person, host reviews, and deepen relationships (valid driver's license required).

What You Bring

  • 5+ years in client experience, inside sales, or account management.
  • 2+ years leading a customer-facing team (multi-site experience preferred).
  • Proven success in key account growth (renewals, cross-sell, multi-site rollouts) and comfort presenting to executive audiences.
  • Process-driven operator with strong coaching skills; you build repeatable systems and raise the floor.
  • CRM fluency (Zoho, Salesforce, HubSpot, or similar), data-driven mindset, and clear written/verbal communication.
  • Ability to travel regularly across Ontario; valid driver's license required.

Nice to Have

  • Experience in health & safety, training, or professional services.
  • Experience building playbooks, SLAs, and scorecards across distributed teams.

Job Types: Full-time, Permanent

Pay: $60,000.00-$75,000.00 per year

Benefits:

  • Casual dress
  • Company events
  • Dental care
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • Vision care

Work Location: In person

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