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Team manager client success

Agility Pr Solutions

This is a Full-time position in Ottawa, ON posted June 19, 2019.

Language: English, French is an assetLocation: Ottawa, Ontario – Office Based BackgroundAgility PR Solutions provides powerful media database, monitoring, and analytics solutions for PR and Media professionals.

Since 2003, clients have trusted our solutions and services to help them identify and connect with influencers, capture coverage, and measure impact of everything they do.

Our Managed Services team of media experts become extensions of our clients’ PR and communications teams using our software to monitor and measure traditional, broadcast, social and online coverage.Our office is located in the centre of Westboro Village, which features an impressive array of nearly 200 shops, restaurants and services.

The LEED Silver certified building hosts a Farm Boy, Bridgehead, workout facility and a child day care service all on the main floor, as well as underground parking.

It is easily accessible by public transportation and has onsite showers as well as a secure bike lock-up. Major PurposeReporting into the Senior Director, Global Services, the Team Manager, Client Success will manage a team of Client Success Consultants and work closely with our overseas support team.Your primary responsibilities will include developing and nurturing a collaborative and productive Client Success team.

Working closely with the overseas managers, you will develop processes and strategies to ensure clients continue to receive excellent customer service that our company is known for.

The Team Manager will be responsible for managing the work load for each team member, identifying training and skill development needs, guiding the team on day to day queries and issues as they come up as well as ensuring there is a positive team spirit among the staff.As part of the Client Success Team, the Team Manager Client Success, actively participates in team meetings and liaises with other departments (such as Engineering and Sales) and ensures communication within and between the departments.

We are searching for a candidate who possess strong leadership and problem-solving skills as well as excellent time-management, organizational, and communication skills. Job RequirementsLead the Ottawa-based client success team to meet their quality, productivity, and development goals.Manage team schedules to ensure fair distribution of work load, oversee time sheets, perform overtime approvals and tracking.Manage time off and telecommuting requests, while ensuring proper backups of client deliverables are in place.Assign tasks and ensure deliverables meet quality targets and established deadlines.Liaise with the overseas Team Manager to identify tasks to be transitioned as well as help facilitate the required training and support.Assist with ongoing streamlining of processes and operational improvements to increase department efficiencies.Identify patterns and trends in customer feedback and implement improvements and processes.Ensure current processes in terms of client satisfaction, shift coverage, support inbox management, and response rates are periodically reviewed for improvements.Understand the duties of each team members and be able to troubleshoot any issues or queries that may come up either on the platform or with clients.Responsible for Enterprise client base retention rate and hitting target retention rates for each team member.Strategizing with the team on upsell opportunities and liaising with Sales Account Managers to follow through on identified upsells.Encourage and ensure that all CRM data is up to date and consistently recorded.Help team members draft complex client communication emails or navigate client conversations.Assess each team member’s strengths and plan training and skills development to attain their respective career paths within the company.Empower team members to set and achieve SMART goals throughout the year.

Providing effective feedback that reinforces positive behaviour and offer constructive guidance on recommended improvements.Establish productivity standards and tracking results and monitor against set benchmarks.Develop training materials and documentation through Learning Management System.Forecast hiring needs based on current and estimated work loads.Foster a positive and collaborative team environment and spirit.Manage the onboarding and training of new team members.Strong understanding of client servicing environment and standards.Comfortable working with tight deadlines and managing multiple competing priorities in an efficient and timely manner.Ability to resolve conflict situations fairly and quickly.Strong knowledge of Salesforce CRM.Easily learn Agility Platforms and other associated platforms that are regularly used by the team.Ability to pick up new software quickly and logically is essential to the success of this job.

Strong computer literacy including advanced level knowledge of Excel, Word, PowerPoint, and Adobe is important.Experience with scheduling, project management, Learning Management Systems/software an asset.Position may require an early morning start (7:00 AM).Other tasks and responsibilities as required.Bilingualism is a strong asset. Required SkillsPost-secondary degree in a relevant field (i.e.

Public Relations, Communications, Business, etc.).At least 3 5 years of leadership experience in managing team or supervisory position in client managing environment.Excellent oral and written communication skills.Excellent time management and organization skills.Strong leadership skills in managing, motivating and guiding teams.Ability to provide sensitive feedback in a professional and timely manner.Outstanding interpersonal relationship building ability, and employee coaching and development skills. Agility PR Solutions welcomes and encourages applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. Application deadline: Friday, July 5th Company Agility PR Solutions provides powerful yet intuitive media outreach, monitoring, and measurement solutions for tomorrow’s communicators.

Since 2003, clients have trusted our tools and services to help them discover and connect with journalists, amplify the impact of their messages, monitor media coverage, and measure the impact of their public relations efforts.

Our patented monitoring technology and team of media analysts help organizations glean the insights that help them to flourish.

We have staff around the globe including the United States, the Philippines, offices in the United Kingdom, and Headquarters in the beautiful Canadian capital city of Ottawa.