Account Manager - Montréal, Canada - Computershare

Computershare

Verified Company

Montréal, Canada

1 week ago

Posted by:

Sophia Lee

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Description

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Location:
Calgary (AB), Toronto (ON), or Montreal (QC) - Hybrid
This is a hybrid position primarily based in Montreal, Calgary, or Toronto.

We're committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week.

Find out more about our culture of flexible working .**
We give you a world of potential

We are so excited to be advertising for a Client Support Specialist to join our brilliantly talented Plan Managers, Operations team on a permanent basis.

Are you looking for that next big move or maybe you feel a little stagnated in your current role or perhaps you want to work for an organization that offers you flexibility, creativity, and variety? Are you passionate about building relationships and delivering successful outcomes? Whatever it may be, this role could just be what you are looking for

A role you will love

In this role you will be responsible for effectively building and maintaining key relationships across a client portfolio and to lead and take operational ownership of client relationships, working with our stakeholders to build on these relationships and enhance the reputation of Computershare.

Other roles and responsibilities include, but are not limited to:

Manage and own overall responsibility of client day to day relationship and act as main point of contact for clients and their key stakeholders for ongoing plan administration
and operational requirements.
Ensuring client requests are monitored and prioritized correctly including monitoring service levels and client satisfaction, reporting on client status and checking quality and completeness of client requests before they are executed.
Overall Subject Matter Expert for clients, plans, product and process, indepth technical understanding of the system processes.
Form first level of escalation for client and internal stakeholders. Act immediately on client risks and ensure business key stakeholders and direct superior are aware of major client issues as well as client escalations. Initiate required mitigation steps and monitor progress accordingly.
Acting as the primary interface between the client and the service delivery teams for regular and adhoc requests.
Host and support regular client meetings to review service/project delivery status and event planning. Provide suggestions for operational improvements / efficiencies. Coordinate participation of other internal parties for these meetings according to needs.
Identify opportunities for efficiencies, solutions, and synergies within your client portfolio, accountable for suggesting value added chargeable services (professional services).
Analysing client plans and developing solutions in close cooperation with the relevant internal and external stakeholders to set up the system configuration and underlying processes.
Liaise with Relationship Managers on strategic changes to clients, influence commercials based on operational impacts and provide management statistical data to support the operational health of the clients.
Partnering with Relationship Management to influence strategic and commercial impacts to the client portfolio.
This role will be based out of anywhere in Canada and has the flexibility to work 100% remote. We are open to flexible working in the position, Monday to Friday, within operating business hours.

What will you bring to the role?

We are looking for somebody with great communication and technical skills, alongside the ability to build collaborative and effective working relationships with people based in locations across the world.

New thinking and great ideas are vital to our culture of growth, and we'll make sure you have the support to be a driving force for change.

We encourage our people to dive in, roll up their sleeves and take on the many opportunities bound to come their way.

Other key skills required for the role include:

Ability to effectively manage deadlines in a high-paced and demanding environment while maintaining a high level of service and an imperative attention to detail
Ability to build detailed understanding of assigned clients & close partnering relationships
Ability to identify and resolve issues using good judgement
Work independently as well as collaboratively within a team environment
Excellent at using Microsoft Suite, especially Excel

Desirable skills, experience and competencies include:

Previous experience in customer service in the financial services industry
Ability to develop technical skills (SQL, html, highlevel understanding of databases)
Multilingual preferred

Rewards designed for you

Employee Share Plan. Set aside salary to purchase shares in our company and you'll increase your investment when you receive a generous company contribution towards additional shares.

**Health and We