Client Relationship Manager - Toronto, Canada - Vector Health Labs

Description

• Own overall relationship with assigned clients, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external seniorlevel management to understand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data as directed

• Serve as daytoday contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Facilitate interaction and workflow between project team members, including thirdparty service providers, to ensure deliverables are on time
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement
• Work with the sales and marketing team to drill customer references and develop case studies

• 35 years of experience in communications, marketing, sales, account management, or customer success
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and processoriented mindset
• Comfortable working across multiple departments in a deadlinedriven environment
• Active team player, selfstarter, and multitasker who can quickly adjust priorities

• Bachelor's degree
• Knowledge of SalesForce and project management tools
• Event planning experience a plus

• Extended health care

• Monday to Friday

• TORONTO, ON: reliably commute or plan to relocate before starting work (required)