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Client Service Manager


This is a Contract position in Richmond, ia posted October 7, 2021.

We are looking for an experienced and talented Client Service Manager to join our rapidly expanding Connected team.

The Client Service Manager (CSM) will be an integral part of a portfolio team, partnering with the Group Engagement Director (GED) to manage a portfolio of up to $10M in annual revenue.

Their focus is on leading strategies that will enable Connected to grow our business as well as successfully deliver on existing projects with some of the most impactful product companies in the world.

Connected is a rapidly growing product development firm located in the heart of downtown Toronto.

We partner with the world’s leading organizations to build software-powered products that are enjoyed by millions of users globally.

You likely have our clients’ apps on your homescreen, their smart products in your home, or wear their devices every day to stay connected.

Composed of software engineers, human-centred designers, and product managers, we are on a mission to build better products.

Connected is one of Canada’s Top Small and Medium employers two years running and one of LinkedIn’s Top Startups Responsibilities: Portfolio Management Responsible for managing Account Plans for assigned accounts (involving key leaders from the delivery team where necessary) Responsible for developing and executing an account strategy with guidance and support from the Group Engagement Director (GED) Leading Monthly Account Plan sessions with the account team Maintaining Salesforce for opportunities, projects, and resourcing (PSA) Attending resourcing meetings and engaging collaboratively with the resourcing team Proactively engaging practitioners and subject matter experts to deepen and enrich relationships with key client stakeholders Product Impact Partners with GED to lead client pursuits (new and existing clients) including engagement design and proposal development Partners with GED to drive product strategy (including Engagement Northstars, plans and roadmaps) across client organizations and Connected teams Partners with Connected guild leads and resourcing to ensure engagements are set up for success based on client expectations Client Impact Manage the overall client relationship for an account by engaging the right people across the Connected organization from Guilds, Finance, Human Resources, Leadership team, and Growth Ensure the highest levels of client satisfaction through weekly, monthly and ad-hoc client meetings with key client stakeholders Act as the first point of contact for client escalations with oversight and support from the GED Responsible for communicating account changes to client stakeholders as directed by the GED.

Portfolio Sales Strategy Own a specific revenue target within a Portfolio team Create opportunity briefs within assigned accounts that clearly articulate the context, client need, ask (i.e.

what is being asked of the pursuit team), guild expertise, and due dates, thus ensuring a clear call to action for a pursuit team Drive the sales pursuit process within assigned accounts Responsible for building and delivering effective presentations and proposals that support sales activities (e.g.

presentation of Connected services, response to an RFP ) Financial Management Responsible for owning a Revenue target for a set of existing clients Responsible for the revenue forecast for assigned clients Responsible for maintaining the variance for each one of their accounts Responsible for owning financial reporting of accounts to the leadership team and reporting on progress and results Contracting and Contract Management Contract management, negotiation and creation of contract materials for assigned accounts (NDA, MSA, SOW) with support, guidance, and approval from the GED Responsible for following the contracting and legal review process as defined by the GED Qualifications: 3 years of sales leadership experience, ideally for a B2B technology services company Demonstrated ability to build and lead opportunity pursuit and engagement teams Strong business acumen, technical aptitude and natural sales instinct Experience building relationships with Directors Outstanding presentation skills with the ability to build trust and influence others Program/Project management delivery experience Proven track record of realizing high levels of client satisfaction Ability to communicate effectively and tactfully across all levels of the organization Demonstrated success growing a portfolio of accounts Experience delivering software services by working with clients and project teams Previous P&L responsibilities Perks: RRSP Matching 4 weeks’ vacation Generous extended health benefits Wellness Initiatives to support work life balance Parental Leave and Maternity Leave Annual Education Credit for conferences, courses, workshops, and books to support your professional development Annual Fitness Credit for gym memberships, running shoes, or classes In 2021, an annual allowance to support a working from home setup Our quarterly “Disconnect” events which are a chance for us to bond and unwind as a team To learn more, visit Full-time positions Available
– Apply Today At Connected, we know that the best products are built by diverse and inclusive teams
– teams that reflect a range of users and experiences.

We’re looking for product builders with diverse backgrounds
– which go beyond the standard education, work experience, and geolocation.

If you want to change how product development is approached, and who products are built for, we encourage you to apply.

We also know that some people aren’t comfortable applying unless they feel totally qualified.

If you’re on the fence or unsure if your experience perfectly matches our job posting, we’d really like you to apply.

We are happy to chat and get to know you better, and you can get to know us better as well.

We are also committed to providing accommodations throughout the recruitment process for individuals with disabilities, in line with the Accessibility for Ontarians with Disabilities Act.

If you need an accommodation, reach out to our HR team at and we’ll work with you to understand what is needed.