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Client Success Manager
Remote
About the role
Engage2Excel is looking for a Client Success Manager. Your role will consist of managing, training, coaching, and mentoring the assigned Client Program Managers. You will serve as point of escalation for any account management issues, as reported by client program administrators, act as the primary contact for administrative level contacts at client, conduct client request analysis versus E2E policies, procedures and best practices. You will manage projects for new products and service changes as required, perform some administrative and analytical reporting duties and manage content & program changes with Azure/Rideau ticketing systems for all cross-functional requests. If you have relevant experience and a willingness to learn and contribute to a global industry leader, this position offers exciting opportunities
This position can be based out of Canada or the US.
As part of your primary responsibilities, you will:
- Relationship Management:
- Manage development and execution of day-to-day action lists for clients' calls; manage & schedule calls
- Respond to client inquiries, document, research, and track through timely resolution of client issues, and demonstrate proactive, solution-based approach to enhance client relations.
- Responsible for resolving client issues with internal departments along with Client Solutions Director
- Attendance at Client calls and visits as Client Services Operations business owner
- Attendance at internal meetings as Client Service Operations business representative
- SME:
- Ensure client requests and enhancements are within the appropriate Optimal Business Model and follow related Best Practices
- Demonstrate full understanding of the client and their plan document; understanding of plan administration, client's sensitivities, needs, and objectives with respect to the administration to utilize our full offerings of products and services
- Project Management:
- Interpret and coordinate client requests to ensure all contractual, consulting and compliance issues are addressed in a professional and timely manner
- Execute special client-related projects as required and facilitate meetings regarding project subject matter and status
- Manage with support teams to completion as project stakeholder
- Administrative:
- Review billing invoices for completeness, accuracy and timely
- Maintain client files per department and compliance standards; maintain internal databases to reflect current client information and data
- Document and write follow-up information summarizing sensitive client issues; document issues in shared databases; document all client calls regardless of nature of call
- Final approval of participant auto-responder emails content.
- Client/Program Budgeting & Forecasting: Gather information for quarterly/annual internal budget exercise, and escalate issues to CRD.
- Training: Attendance at schedule training sessions (new systems, process, management meetings) to funnel to assigned PM team.
- Reporting:
- Proactive evaluation of the program against the KPIs established by the client to determine ROI.
- Proactively analyzing program effectiveness and trends to evaluate for enhancement recommendations to CSD
- Budget management by evaluating program health and making recommendations to CSD
This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
To be successful in this role, you will have:
- Education: College degree required
- Experience: Equivalent of 5 to 10 years of relevant experience
- Knowledge of field’s rules and policies and business practices within the business unit
- Knowledge of related software applications (Word, Excel, Outlook, SharePoint, etc.) and E2E systems (JDE, CXS/Fusion, Azure DevOps, etc.)
- People Management (including coaching/mentoring), business-minded and financial acumen
- Excellent (verbal and written) communication skills; Innovation/Creativity
- Team work; Customer oriented; Tactfulness and courtesy
- Excellent decision-Making and judgment; Excellent problem Solving (Analysis and Synthesis)
- Continuous improvement mindset; Detail-oriented, Time management, Organizational skills
- Ability to handle high volumes, fluctuating workloads and multiple priorities within set time constraints. Greater independence of actions – level of autonomy is at its highest
- Bilingual (Canada only) – Advanced level.
Why join the Engage2Excel team? Top reasons to consider aligning your career with our company.
- We have a great team, and we work hard together toward common goals and with a passion for excellence.
- We value your contribution to our success and provide a competitive salary as well as a complete recognition and rewards program!
- We care about your health and well-being and offer an employee assistance program, extended health care benefits, dental and vision benefits and long and short-term disability coverage.
- Hybrid or work from home arrangements to help you achieve work/life balance, and flexible leave that you can take when it's important to you.
- Ongoing training throughout the year as well as inspiring leaders and colleagues who will lift you up and help you grow
- Dynamic and fast-paced environment
- A day off which promote community involvement
- If based in Quebec, you will be able to access our telemedicine services, preferential banking service, Collective RRSP. If in the US, we offer a complete 401K program.
- We value Security, which is why we require applicants to complete a background check assessment.
We understand that there will be a learning curve as you get up to speed with our business. At the same time, we’re looking for Client Success Manager who is eager to jump into their role, working independently while also serving as a strong team member. Those who excel here are curious and enjoy learning and growing on an ongoing basis. Do you have the profile we're looking for? Apply now to join our team!
(*) Only successful candidates will be contacted. We will consider your CV for other positions.
About the role
Engage2Excel is looking for a Client Success Manager. Your role will consist of managing, training, coaching, and mentoring the assigned Client Program Managers. You will serve as point of escalation for any account management issues, as reported by client program administrators, act as the primary contact for administrative level contacts at client, conduct client request analysis versus E2E policies, procedures and best practices. You will manage projects for new products and service changes as required, perform some administrative and analytical reporting duties and manage content & program changes with Azure/Rideau ticketing systems for all cross-functional requests. If you have relevant experience and a willingness to learn and contribute to a global industry leader, this position offers exciting opportunities
This position can be based out of Canada or the US.
As part of your primary responsibilities, you will:
- Relationship Management:
- Manage development and execution of day-to-day action lists for clients' calls; manage & schedule calls
- Respond to client inquiries, document, research, and track through timely resolution of client issues, and demonstrate proactive, solution-based approach to enhance client relations.
- Responsible for resolving client issues with internal departments along with Client Solutions Director
- Attendance at Client calls and visits as Client Services Operations business owner
- Attendance at internal meetings as Client Service Operations business representative
- SME:
- Ensure client requests and enhancements are within the appropriate Optimal Business Model and follow related Best Practices
- Demonstrate full understanding of the client and their plan document; understanding of plan administration, client's sensitivities, needs, and objectives with respect to the administration to utilize our full offerings of products and services
- Project Management:
- Interpret and coordinate client requests to ensure all contractual, consulting and compliance issues are addressed in a professional and timely manner
- Execute special client-related projects as required and facilitate meetings regarding project subject matter and status
- Manage with support teams to completion as project stakeholder
- Administrative:
- Review billing invoices for completeness, accuracy and timely
- Maintain client files per department and compliance standards; maintain internal databases to reflect current client information and data
- Document and write follow-up information summarizing sensitive client issues; document issues in shared databases; document all client calls regardless of nature of call
- Final approval of participant auto-responder emails content.
- Client/Program Budgeting & Forecasting: Gather information for quarterly/annual internal budget exercise, and escalate issues to CRD.
- Training: Attendance at schedule training sessions (new systems, process, management meetings) to funnel to assigned PM team.
- Reporting:
- Proactive evaluation of the program against the KPIs established by the client to determine ROI.
- Proactively analyzing program effectiveness and trends to evaluate for enhancement recommendations to CSD
- Budget management by evaluating program health and making recommendations to CSD
This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
To be successful in this role, you will have:
- Education: College degree required
- Experience: Equivalent of 5 to 10 years of relevant experience
- Knowledge of field’s rules and policies and business practices within the business unit
- Knowledge of related software applications (Word, Excel, Outlook, SharePoint, etc.) and E2E systems (JDE, CXS/Fusion, Azure DevOps, etc.)
- People Management (including coaching/mentoring), business-minded and financial acumen
- Excellent (verbal and written) communication skills; Innovation/Creativity
- Team work; Customer oriented; Tactfulness and courtesy
- Excellent decision-Making and judgment; Excellent problem Solving (Analysis and Synthesis)
- Continuous improvement mindset; Detail-oriented, Time management, Organizational skills
- Ability to handle high volumes, fluctuating workloads and multiple priorities within set time constraints. Greater independence of actions – level of autonomy is at its highest
- Bilingual (Canada only) – Advanced level.
Why join the Engage2Excel team? Top reasons to consider aligning your career with our company.
- We have a great team, and we work hard together toward common goals and with a passion for excellence.
- We value your contribution to our success and provide a competitive salary as well as a complete recognition and rewards program!
- We care about your health and well-being and offer an employee assistance program, extended health care benefits, dental and vision benefits and long and short-term disability coverage.
- Hybrid or work from home arrangements to help you achieve work/life balance, and flexible leave that you can take when it's important to you.
- Ongoing training throughout the year as well as inspiring leaders and colleagues who will lift you up and help you grow
- Dynamic and fast-paced environment
- A day off which promote community involvement
- If based in Quebec, you will be able to access our telemedicine services, preferential banking service, Collective RRSP. If in the US, we offer a complete 401K program.
- We value Security, which is why we require applicants to complete a background check assessment.
We understand that there will be a learning curve as you get up to speed with our business. At the same time, we’re looking for Client Success Manager who is eager to jump into their role, working independently while also serving as a strong team member. Those who excel here are curious and enjoy learning and growing on an ongoing basis. Do you have the profile we're looking for? Apply now to join our team!
(*) Only successful candidates will be contacted. We will consider your CV for other positions.
