Director of Client Services

Chrono Innovation is a fast-growing tech startup that provides a cutting-edge solution to help people manage their time more effectively. Our flagship product, ChronPlatform, is designed to optimize productivity and streamline workflows by automating time-tracking and task management.

At Chrono, we arm upstarts with the tools to adapt and thrive quicker.

‍THE CHRONO APPROACH

We're here for when our partners need a fresh perspective, an ambitious advantage and a strong, wise ally to set them up for success.

We deliver innovative and creative solutions so our partners can remain focused, nimble and daring. We earn the trust of our partners through transparency, honesty and reliable delivery.

WE VALUE

People:

Our clients aren't clients, they're our partners. They're people with whom we build meaningful, mutually beneficial long-term relationships.

Trust:

We earn the trust of our partners through transparency, honesty, and reliable delivery. To nurture the relationship, we get to know them as people — through natural conversation, we learn about them and their lives.

Clarity:

We rely on clarity to strengthen our partnerships. We keep our partners informed every step of the way — they're never left wondering about the state of their initiatives.

OUR SERVICES

• Product Development
• Software Engineering
• Growth & Acceleration
• Cloud Infrastructure

OUR PRODUCTS

• ChronoPlatform

We're seeking a Director of Client Services to join our Services Division and lead client success initiatives. This role is crucial for driving long-term client relationships, ensuring top-tier service delivery, and supporting Chrono's reputation as a trusted partner. As the Director of Client Services, you will work closely with product, marketing, and engineering teams to shape and implement client-centered strategies.

As the Director of Client Services, you will be responsible for:

• Portfolio Management: Build and maintain strong client relationships, understand their needs, and deliver innovative solutions.
• Project Oversight: Oversee and structure client projects in collaboration with two project managers (PMs) to ensure objectives are met in line with Chrono's standards.
• Risk and Contract Management: Negotiate and manage contracts to minimize risk and ensure KPI compliance.
• Strategic Development: Collaborate with the Head of Services and leadership team to establish upsell and pricing strategies.
• Client Success Optimization: Develop and implement client success strategies to improve retention, satisfaction, and long-term client engagement, positioning Chrono as a trusted partner in their growth journey.
• Financial Oversight and KPI Monitoring: Oversee project budgets, estimate costs, and track key performance indicators.
• PM Team Support: Guide project managers in their daily responsibilities and coordinate with the sales team to align service and growth goals.
  
  

Team Structure and Collaboration

• This position reports directly to the Head of Services and involves close collaboration with project managers as well as the leadership and sales teams.

• You have a Bachelor's degree in business administration, or a related field.
• You bring over 5 years of experience in client services or account management, ideally from an agency environment with a focus on tech-driven projects.
• You have a proven track record in managing client accounts, setting clear expectations, and overseeing successful project deliverables.
• You excel in communication, negotiation, and presentations, with a natural ability to connect and engage with clients.
• You're an analytical thinker and problem-solver, able to assess client needs and craft customized solutions that meet their objectives.
• You're skilled at collaborating across functions, working with various teams to develop and execute strategies centered on client success.
• You have experience leading teams, structuring processes, and guiding projects through their lifecycle to ensure quality and consistency.
• You understand contract management, risk mitigation, and financial planning, and you're comfortable overseeing budgets to maintain profitability.
• You work effectively in fast-paced, results-oriented environments, adapting to changing priorities with ease.
• You're bilingual, proficient in both English and French, and can communicate effectively in both languages.

Advantages :

• Experience in a startup or high-growth tech environment.
• Familiarity with Chrono Innovation's tech stack (e.g., .NET, Node, React, Google Cloud, AWS).

You're a natural leader with a strong background in client services and account management, particularly within the tech or software industry. You have a client-first mindset, always seeking to build meaningful, long-term relationships and prioritize client success. Excellent communication and negotiation skills come naturally to you, and you're comfortable pitching confidently and effectively representing our services.

You're a strategic thinker who can develop innovative, competitive proposals that meet clients' needs, managing complex projects with clarity and structure. As a team player, you thrive on collaboration with cross-functional teams, including project managers, leadership, and sales. Highly organized and autonomous, you skillfully balance multiple priorities, manage expectations, and ensure timely, high-quality deliverables.

With a strong understanding of financials related to client management, you're adept at contract negotiation, budgeting, and KPI tracking. Adaptable and proactive, you're ready to drive change by establishing efficient processes, pricing strategies, and upsell initiatives. If you're excited about fostering impactful client relationships and making a meaningful contribution to our team, we'd love to hear from you

• HubSpot
• Google Workspace

Tech Stack

The tech stack varies depending on the problem to solve, but overall we use:

• .NET
• Typescript / Node
• React / Vue
• Mongodb / MySQL
• Java / spring boot
• Docker, Kubernetes
• Google Cloud / AWS
• Terraform
• Microservices
• REST APIs
• Bitbucket Pipeline 
• Circle CI 
• OpenAPI / Contract First API

Job Type: Full-time, Permanent, Hybrid

At Chrono Innovation, we invest in employee wellness. Working with us includes:

• Flexible hybrid: This role follows a hybrid work schedule, with three (3) days in the office and two days working remotely each week. 
• Offices in Montreal in an vibrant neighbourhood with bright open space work environment
• Personalized Collective insurance
• 24/7 physical / psychological telemedicine for you and your family members
• Gym membership 
• Paid trainings and courses with the Chrono University programs
• Develop new skill sets

If you're a skilled leader in client services, ready to build impactful relationships and drive exceptional service delivery, we'd love to meet you. Apply today, and let's create lasting success together