Manager, Client Services
proSapient
- Toronto, ON
- Permanent
- Full-time
- People, Development & Culture Management:
- Building a high performing culture that embodies our core values; creating clear expectations, targets, and goals for your people to thrive, succeed and overachieve
- Ensuring people development, training, and growth – creating developmental plans, measuring performance, and driving growth consistently across the team
- Taking ownership for all people related responsibilities for your team – including hiring, promotions, development, training, progression, growth, and performance management
- Working with your VP, Client Services to understand the business established KPI's and metrics that ensure team and individual success while building a proactive and outbound team attitude and approach
- Managing your team members on an individual basis – driving growth, development and success through 1:1’s, performance reviews, appraisals, coaching and learning & development
- Account Management:
- Assuming ownership and client account management responsibility for your designated client accounts, with a strong focus on large & mid-tier Consulting firms across North America
- Providing outstanding customer service and support to our clients, acting as an SME on all aspects of the account and building valued relationships that encourage growth and increased coverage across our target clients
- Acting as an SME on our clients throughout the business – educating wider team and business unit members on industry moves, news and trends
- Working in partnership with the Commercial Team to strategies around account revenue growth across our clients – focusing on potential revenue opportunities, supporting preparation for and delivering QBR’s, and mapping/planning for account growth
- Project Management:
- Allocating all projects to team members, ensuring workloads are balanced, clients' needs and expectations are met and capacity/ revenue numbers and delivered against (and exceeded!)
- Driving a proactive, outbound team attitude; creating, and instilling best practices and processes that enable your team to consistency find great Experts across the globe on a high-volume basis
- Embedding an exemplary screening process, leading by example on how to ensure the best experts are thoroughly screened and vetted prior to sharing with a client in line with our internal Compliance procedures
- Owning accountability for all delivery targets and metrics related to your team (and on an individual basis too)
- Coaching team members to manage the full cycle of Expert Networking across multiple projects, with a focus on urgency, attention to detail and quality.
- Utilizing and educating team members on different tools, products and techniques to source, recruit and onboard Experts across the globe onto our platform
- Industry expertise: you MUST have previous experience working directly with or at an Expert Network company and have a strong industry understanding.
- Client Exposure: Must have experience working directly with either Consulting Firms, Private Equity Firms or Hedge Fund companies
- People Management: Minimum of 2 years of experience managing a team directly in either a sales, outbound or KPI led environment
- Exceptional communication skills across all levels and ability to converse and build rapport with clients and experts alike.
- Interpersonal skills: strong collaboration and team skills and ability to approach every aspect of your work with integrity.
- Drive & Tenacity: to possess the self-confidence to work in a rapidly growing and unstructured business with constant and high-volume workflow.
- A competitive salary + uncapped commission structure, that is designed to encourage and reward over performance – the sky is the limit!
- Tenure gifts to thank our loyal staff who help the business to grow - vouchers, extra holidays and sabbaticals for each year of employment.
- An enhanced maternity and paternity package
- 25 days annual leave each year + 8 public holidays, inclusive of a week's closure over the Christmas period to fully reset
- A paid sick leave policy, for those days you just need to reset!
- A hybrid working model, featuring three days per week in our modern downtown Toronto office
- Team socials – from Pizza to Caribbean to Korean food, we love to encourage our team to get together and try new experiences together!
- The opportunity to create, lead or participate in one of our many ERG groups, to help drive diversity, inclusion and understanding across our business
- Corporate Events from quarterly gatherings to our annual Christmas & Summer parties, we love to celebrate, collaborate and have fun together!