Client Services Manager

Perch Interactive

The Client Services Manager (CSM) is responsible for the successful delivery of Perch projects for our clients, acting as a relationship manager and project manager for their clients’ projects. They are the company wide advocate for their clients, their needs and successful execution, including all project planning, management and tracking from inception to completion to ensure delivery of projects is on-time, on-specification, and on-budget.

The CSM manages a project from kickoff through implementation, working directly with the client and internal stakeholders to clarify program design, execution, and logistical details. The CSM executes the strategy that supports service delivery excellence, client profitability and client satisfaction, and makes use of best practices across all project and client accounts. The CSM will be responsible for overseeing the entire lifecycle of the project process from the creation of interactive branded content, to the integration of Perch technology into retail fixtures, and through the delivery to the store(s).

Responsibilities

Works with the sales team, design team, operations team and engineering team to define project scope, project specs, and project timeline; develops timelines and manages updates.
Ensures client objectives are well-understood, followed and met throughout the project development and delivery process.
Maintains a proficient level of brand(s) knowledge and brand aesthetic.
Leads project kick-off meetings with external vendors and communicates project deliverables and timelines clearly
Prepares internal status agendas and advocates for clients’ needs
Prepares client status agendas for review, participates in or co-leads client status meetings, captures notes, and drafts recaps.
Thinks strategically and takes a proactive approach to problem-solving; flags potential project pitfalls and/or quality issues; assists in problem resolution and collaborates with team members to initiate solutions.
Communicates effectively and efficiently with internal and external stakeholders.

Outcomes

100% client satisfaction with owned projects. Clients say you are a joy to work with.
80% annual client retention, 20% client expansion for greater than 100% net dollar retention of clients and projects
Consistent company-wide visibility into project milestones, blockers and resource needs.

Qualifications

Bachelor’s degree in marketing, communications, or related field.
Minimum of 3 years’ experience in customer-facing project management preferably at an agency.
The ability to manage multiple projects simultaneously and be on top of all of them.
Basic proficiency with Asana or similar project management tool (Asana preferred). Thorough understanding of project workflow and prioritization strategies
Positive, effective communicator – both written and oral, internal and external. You build strong relationships with your partners.
Ability to work well on a diverse team and collaborate with other team members of all levels to achieve best results.
Solutions oriented thinker with high attention to detail. Can do attitude and positivity.

Director, Client Services

Morneau Shepell

Build a meaningful career

At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Summary

The Director, Client Services will plan, oversee and monitor the implementation of business solutions in Ariel, our pension and group insurance administration system. This role works closely with various teams within Morneau Shepell, and users to plan and coordinate complex programs and projects initiatives for our external clients.

The Director, Client Services will build strong relationships with the client, providing standout leadership and quality consultation regarding our offerings and innovative solutions. Post implementation, this role will ensure success of clients by managing the onsite support and relationship building with key client executives and stakeholders.

Responsibilities

Oversee all aspects of program management, the client relationships and ensure adherence to ongoing service delivery obligations
Ensure overall client satisfaction and appropriate level of service delivery in partnership with the ongoing service teams
Structures and implements the terms for partnership and manages relationship to ensure flawless interaction between Morneau Shepell and client
Ensure timely delivery of the various projects within scope, budget and all aspects of the contractual agreement with the client
Establish and maintain good relations with the client, ensuring client satisfaction at every stage of the project
Identify and set priorities, ensuring that they are communicated and followed regularly by clients and internal staff
Monitor progress of task and project status reports through weekly meetings (internal meetings and client meetings) and report to governance committees
Prepare summaries according to a frequency based on the status of the work and submit them to the client and different members of the team
Accurately account for time, costs and scopeE
stablish project risk management strategies and apply both internally and with clients
Upon project completion, guide the transition with the client and the internal support team
Oversee and motivate your designated team during project implementation and ongoing service delivery
Additional duties as assigned

Succeeding as a Director, Client Services will require the following core qualifications and skills:

Bachelor’s Degree or higher in relevant business or relevant operational experience
7-10 years of client management experience
5-7+ years of progressive experience in multiple facets of a benefits program delivery
Proven ability to exercise sound judgment and strong problem solving skills
Proven analytical, research and problem solving skills
Demonstrates flexibility and adapts to multiple responsibilities encompassing multiple areas within the organization
Demonstrated ability to effectively present information and respond to questions from clients, consultants and internal business partners
Exhibits proven leadership and project management skills
Knowledge of regulatory requirements and standards as they apply to Health Care and Retirement Plans
Available to travel within North America and commit to significant time at the client site
Familiarity with MS project management software an asset

Morneau Shepell is an Equal Opportunity Employer. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.

Associate Director, Client Services

Method Inc

About Method

Method is a product & service strategy consultancy founded in 1999. We believe that innovation should be meaningful, beautiful, and human, and we work with great clients to create a better future.

Design and technology are at the core of our business. We use these as tools to take on complex challenges and identify unique and meaningful opportunities for our clients. Our team works with a wide range of organizations, including startups, blue chip companies, nonprofits, government bodies, and more. We have partnered with clients in many industries, such as Healthcare, News & Media, Automotive, Aviation, Insurance, and Professional Services.

Client Services Practice

The Client Services Practice provides the foundation of our projects setting the tone for team collaboration and interaction. Our clients know us as their partners, advocates, and, at times, confidants. We translate their problems into sound business objectives, user needs, and solution requirements. Our teams see us as their champions who provide direction, guidance, and, at times protection. We defend their work and push them to make the work as best as it can be.

Core Competencies

You are critical to the success of a project and the quality of deliverables. You are comfortable with complexity and able to navigate uncertainty. You are able to adapt and co-lead a project with a design lead—service design, product innovation, or product acceleration—through changing or challenging circumstances and adversity.

Our ideal candidate is a T-shaped generalist who is curious and passionate about design, systems, and emerging technologies. We expect them to have at least 10 years experience working in a creative, agency, or product company in the role of product manager, program manager, project manager, and/or clients services.

The responsibilities of the Associate Director of Client Services are:

Client Management

Own relationships with Client Product Owners and Client Project Managers at the Senior Manager level/Director level
Serve as a strong business partner that he/she they can rely on for work related issues and support
Understand the inner workings of the client organization and can help others at Method navigate the same
Create connections between different parts of the client organization to help our client’s agenda and to seek opportunity for organic growth

Project Management

Control every aspect of planning and implementing project approaches across multiple projects.
Apply and educate others on different methodologies (waterfall, iterative, agile) based on project/client needs
Identify opportunities for account growth and drive the strategy to bring them to life
Manage and monitor the budget for projects to keep it in scope and on budget
Manage expectations with project teams and with internal leadership accordingly
Author documentation that is used internally and by clients including Project Approach, Project Plans, Status Reports, Risk Tracking, Estimates & SOWs and COs

Team Management

Provide leadership to the project team so that they experiences you as their champion
Defend the team’s work internally, including to Method leadership
Possess a strong understanding of each team member’s strengths and challenges and use this knowledge to get the best out of each team member
Set the tone for team collaboration, respect, and interaction
Offer ongoing mentorship to others on the Client Services team
Partner with the Client Services Director with account growth opportunities and to continue to build and evolve a strong, effective client services team

Key Skills

Great interpersonal skills and ability to galvanise and inspire others
Not afraid to ask for help when needed
Collaborative working approach, listens to the team and brings them on the journey to deliver high quality deliverables
High level of personal awareness and appreciation of the skills of others
Active participant in discussions and across the Method studio
Collaborates cross-disciplines in order to solve problems and deliver quality outcomes

Mentoring skills

Demonstrates empathy for client and Method business goals and has the ability to balance both
Appreciates the context of a project and is able to see what further actions will help a client succeed
Great communication, able to deal with challenging projects and people

Cultural Fit

The people that thrive at Method are curious, empathetic, rigorous, experimental and appreciate a holistic way of solving design problems in collaborative teams through rapid prototyping. Method’s culture is a meritocracy in which small project teams collaborate across multiple departments and, in many cases, across offices and time zones. We seek patient and friendly individuals who are smart, curious and opinionated; individuals who have the ability to proactively develop points of view across categories for an ever-changing product and service development environment. But we also seek those that have the ability to listen, to consider other opinions, and who are able to work well with others. At senior levels, we seek managers who can take direction as well as give it; who can lead projects as well as produce design solutions as needed.

If you are a curious individual that believes better experiences shape a better world, we’d like to hear from you.