Client Relations Manager

About Us:

Opensity Solutions is the largest tech-enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Our mission isto provide modernizedtechnology platforms, elevatedtechnology support, and valuable insights, empowering our clients to excel in what they do best.

Job Description

The Client Relations Manager at Opensity Solutions plays a pivotal role in client relationship management, operational leadership, service delivery oversight, and financial performance within assigned accounts. This position is responsible for ensuring exceptional client satisfaction, retention, and day-to-day operational excellence across one or more client sites. Managing a team of up to 25 employees, the Client Relations Manager serves as a key client-facing leader who delivers effective solutions, drives accountability, and ensures alignment between client expectations and service delivery.

This role is ideal for an analytical, tech-savvy leader who uses data to run the account, turning service metrics into insight for client leadership and continually raising the service standard.

Roles & Responsibilities

• Manage day-to-day client relationships and serve as the primary operational point of contact for assigned accounts

• Oversee service delivery performance across one or more client sites to ensure quality, consistency, and SLA compliance

• Lead and manage a team of up to 25 employees, including supervisors and frontline staff

• Drive operational efficiency and ensure alignment with client expectations and contractual requirements

• Monitor key performance indicators (KPIs), service levels, and operational metrics for assigned accounts
• Build and maintain dashboards and reporting (Excel, Power BI or similar) that translate service, occupancy and ticket data into actionable insights
• Use workplace technology (ticketing, room booking, visitor management and package tracking) to improve service delivery and the employee experience
• Establish processes, SOPs and service standards for new sites and newly renovated workplaces

• Partner with internal teams (Delivery, HR, Finance, Sales, and Operations) to resolve client and service issues

• Support account growth initiatives through identification of expansion opportunities and service enhancements

• Conduct regular client meetings and business reviews to report performance and address concerns

• Ensure financial accountability within assigned accounts, including labor, budget adherence, and profitability

• Address and resolve escalated client issues in a timely and effective manner

• Support onboarding of new clients and transitions in collaboration with cross-functional teams

• Maintain accurate documentation of client activities, performance data, and operational updates

• Provide coaching, development, and performance management for assigned team members

• Contribute to continuous improvement initiatives across service delivery processes

• Uphold Opensity Solutions’ core values in all client and team interactions

Knowledge, Skills & Attributes

• Highly analytical, with advanced Excel skills and experience with data visualization tools (Power BI, Tableau or similar)
• Tech-savvy and quick to adopt new systems and workplace platforms
• Hospitality mindset with a proactive executive presence
• Strong client relationship management and service delivery leadership skills

• Proven ability to manage and develop mid-sized operational teams

• Strong understanding of operational workflows, workforce management, and service execution

• Ability to monitor and manage KPIs, SLAs, and performance metrics

• Strong communication and interpersonal skills with client-facing experience

• Financial awareness including budgeting, labor management, and account profitability

• Problem-solving and conflict resolution skills in high-pressure environments

• Ability to coordinate across multiple internal departments and stakeholders

• Strong organizational skills and attention to operational detail

• Ability to drive accountability and performance within teams

• Customer-focused mindset with commitment to service excellence

• Ability to manage multiple priorities in a fast-paced environment

QUALIFICATIONS:

Education:

Bachelor's degree in Business Administration, Management, Operations, Hospitality or a related field preferred, or equivalent experience.

Experience:

5-8+ years of experience in client services, workplace or hospitality operations, account management or service delivery; experience managing teams in a client-facing environment strongly preferred. Pharmaceutical, life sciences or corporate campus experience a plus.

Compensation

The Compensation is $125,000 USD per year. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

All eligible employees receive access to a comprehensive benefits package, including:

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.