Client Services Manager

6 days ago

Vancouver BC VB S, Canada It's Your Time Business Services Inc Full time

Company Overview

It's Your Time Business Services Inc is a boutique professional services firm providing high-touch, personalized client support. We are seeking an experienced Client Services Manager to own client relationships, manage service delivery, and lead internal practitioners.

This is not a sales role. There are no cold calls or quotas. Success in this role is measured by client satisfaction, operational excellence, and team performance.

Role Overview

As a Client Services Manager, you are the primary point of contact for clients and the bridge between clients and internal practitioners. You ensure work is delivered on time, within scope, and to a high standard—while continuously improving processes and client experience.

Key Responsibilities

Client Onboarding & Relationship Management

  • Lead structured new-client onboarding using clear checklists and timelines
  • Run regular client check-ins and proactively address needs
  • Build strong client relationships by understanding goals, preferences, and milestones

Practitioner Leadership & Coordination

  • Delegate the majority of client work through Client Hub, maintaining high-level oversight
  • Hold weekly one-on-ones with practitioners to review KPIs, provide feedback, and document progress
  • Create and maintain training documentation using Loom and Tango

Operational Oversight & Reporting

  • Review weekly timesheets and monitor client budgets
  • Document and manage scope changes with client approval
  • Prepare concise leadership reports covering project status, risks, and resource needs

Issue Resolution & Process Improvement

  • Address client concerns promptly and professionally
  • Lead post-incident reviews to identify root causes and implement improvements
  • Continuously improve workflows, systems, and efficiency

Tools & Systems

  • Maintain organized client documentation in SharePoint
  • Manage credentials securely using 1Password and company security standards
  • Use ClickUp to assign tasks and track progress

Growth Support

  • Identify upsell opportunities based on client needs
  • Collaborate with leadership to scale resources as client demand grows

Qualifications Experience & Skills

  • 3+ years in client services, account management, or professional services
  • Strong delegation, leadership, and organizational skills
  • Experience with process improvement and service delivery
  • Familiarity with tools such as Client Hub, SharePoint, BambooHR, 1Password, Loom, and Tango

Personal Attributes

  • Excellent communicator with adaptable communication styles
  • Detail-oriented, organized, and process-driven
  • Empathetic, proactive problem-solver
  • Comfortable managing multiple clients in a fast-paced environment

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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