Client Relationship Manager

The Opportunity:

We are seeking a skilled Client Relationship Manager to join our growing Business Development team! The Client Relationship Manager plays a crucial role in building and maintaining long-term relationships with clients to ensure their service requirements are met and issues are resolved. The incumbent collaborates with departments and working groups to improve customer support programs and enhance satisfaction in order to retain clients.

What You’ll be Doing:

• Act as the main point of contact with clients and develop plans to provide solutions for their business requirements.
• Meet regularly with clients and resolve client concerns.
• Liaise with direct service channels to ensure client needs are fulfilled effectively.
• Collaborate with other departments to ensure clients are satisfied with organizational products and services.
• Support clients through project cycles to ensure they have a positive experience and ensure transparency throughout the process.
• Work with the project team to clarify client scope and expectations and ensure consistent, on-time deliverables.
• Develop and coordinate Statements of Work (SOWs), working with clients and internal teams to ensure scope, deliverables, timelines, and requirements are accurately documented.
• Work with client procurement teams to facilitate procurement requirements, including the processing of purchase orders (POs) and related documentation.
• Work as an intermediary between clients and vendors and coordinate meetings to discuss business requirements and solution business challenges.
• Assist with contract negotiations, product and pricing details for clients.
• Coordinate with clients and internal teams to support timely and accurate invoicing, including following up on required documentation and approvals.
• Deliver correspondence regarding problem resolutions, product and service features/upgrades and company changes, for new and existing customers.

Work Location & Travel Requirements:

• This role requires regular in-person attendance at client and Util-Assist locations.
• The role will generally require four (4) days per week at client sites and one (1) day per week at the Util-Assist office, subject to change based on client, project, and business needs.
• Ability to travel to client locations throughout the Greater Toronto Area and other locations as required.

What You Bring:

• Bachelor of Business Administration, Communications or Marketing
• 3-5 years’ experience working in a professional services industry managing a portfolio of clients
• Prior experience in sales, account management and/or a customer service role
• Advanced knowledge of client operations to support the development of client solutions
• Strong knowledge of the utility industry
• Expert MS Office skills

Who You Are:

• Ability to inspire, influence and negotiate business deals with clients
• Strong organizational and time management skills
• Advanced problem-solving skills and the ability to develop solutions to enhance client efficiency and productivity
• Expert team collaboration skills and the ability work with other departments to develop strategies that benefit clients
• Advanced entrepreneurial skills with the ability to deliver innovative, creative and custom client solutions
• Strong leadership skills