Client Success Manager

Résumé du poste

Act as the primary point of contact for clients, managing the end-to-end experience from onboarding through ongoing service delivery. Coordinate internally with recruiters and consultants to ensure client needs are met and identify opportunities to expand service engagements.

Détails du poste

About Talent Harbour Talent Harbour is one of the fastest growing talent management firms in Canada. We help growing organizations with executive search and recruitment, career transition and outplacement, leadership development and coaching, and fractional HR. Our recruiting division, Goldbeck Recruiting, is named one of the Top 25 Executive Search Firms in Canada. We are owned and led by an award-winning husband and wife entrepreneurial team with a track record of building and scaling companies. We move fast, we care deeply about our clients, and there is significant opportunity for growth inside this organization for the right person. The Role You are the day-to-day quarterback for Talent Harbour client relationships. You make sure every client is set up properly from the moment they come on board, that their needs are being met with urgency, and that nothing falls through the cracks. You are the first point of contact when a client has a question, a request, or needs something done, and you own it through to resolution. Beyond service delivery, you are building real relationships. You stay close to our clients between senior leadership touchpoints, check in proactively, and make sure they always feel looked after. You are constantly focused on adding value; understanding what each client is dealing with, identifying what they need, and making sure we are delivering the right solution at the right time. You coordinate internally with our recruiters, consultants, and coaches to connect clients with exactly the right resource for what they need. You spot opportunities to expand and deepen what we do for each client and bring them back to the team. There is significant room to grow within this organization for someone who performs. What You'll Be Doing Serving as the primary point of contact for Talent Harbour clients; owning the client experience from onboarding through ongoing service delivery Setting clients up properly from day one; ensuring enrollment, documentation, scheduling, and all setup steps are completed accurately and on time Acting as the internal quarterback; coordinating with recruiters, consultants, coaches, and operations to make sure the right resource is assigned and the client's needs are met with urgency Proactively identifying what clients need and ensuring we are consistently adding value and delivering the right solutions Managing ongoing relationships with HR and operations buyer contacts; VP HR, HR Directors, HR Managers, COOs, VPs of Operations, staying close and checking in regularly Identifying opportunities to expand client engagements across the full Talent Harbour service offering: outplacement, recruiting, coaching, leadership development, and fractional HR Handling client invoicing, AR coordination, and CRM maintenance, keeping all records current and accurate Supporting general administrative tasks and office coordination as needed Working closely with our VP Client Services, Sales, and Ops to support and grow the Talent Harbour client base Who We're Looking For You've spent 3–5 years in a client-facing or account management role where you owned relationships, not just responded to them. You know what it means to proactively check in with a client before they call you. You've worked on the vendor or service provider side calling on HR or operations buyers and you understand their world. You are obsessively client-centric. When something needs to get done for a client, you treat it with urgency. You don't let things sit. You follow through, you close the loop, and you make sure the client always feels like they're in good hands. You're warm, commercially aware, and sharp enough to recognize what a client needs, sometimes before they do. You're hungry, on your way up, and looking for a role where your performance directly drives your growth. Backgrounds that translate well: Account managers or client services managers at staffing and recruiting agencies Account managers at outplacement or career transition firms Group benefits account managers, particularly those managing SME books of business Account managers or customer success managers at HR tech or HR consulting firms Must-Haves Minimum 3 years in a client-facing or account management role Experience calling on or servicing HR or operations buyers from a vendor or service provider position Track record of growing or expanding accounts, not just maintaining them CRM experience; you use it every day, not occasionally Strong written and verbal communication; warm, clear, and professional without being stiff Highly organized with a strong sense of urgency; clients feel it when someone is on top of things and when they're not Comfortable with scheduling, coordination, invoicing, and administrative tasks alongside client work Local to Metro Vancouver: Burnaby, Coquitlam, Port Moody, Tri-Cities, Vancouver, New West, Surrey This is a full-time, in-office role. We are not considering hybrid or remote candidates. Compensation $58,000–$70,000 base salary Performance bonuses tied to client retention and account growth Total comp potential of $80,000–$100,000 for the right person Location Currently based in Burnaby (Vancouver border), relocating to Port Moody / Tri-Cities. Candidates must be open to both locations.

Ce que vous ferez

Act as the primary point of contact for clients, managing the end-to-end experience from onboarding through ongoing service delivery. Coordinate internally with recruiters and consultants to ensure client needs are met and identify opportunities to expand service engagements.

Exigences

Requires 3-5 years of experience in a client-facing or account management role, specifically servicing HR or operations buyers. Must be local to Metro Vancouver and proficient in using CRM software daily.

Avantages

• Performance bonuses

Compétences indiquées

• Sens de l’organisation · Souhaitée
• Account Management · Souhaitée
• Communication · Souhaitée
• Client Relationship Management · Souhaitée
• invoicing · Souhaitée
• Onboarding · Souhaitée
• CRM · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Account Management
• Client Relationship Management
• Onboarding
• CRM
• Client Retention
• Account Growth
• Communication
• Organization
• Invoicing
• Administrative Coordination
• Vendor Management
• Service Delivery

Domaines d’emploi

• Customer Service & Support
• Human Resources
• Sales
• Consulting
• Administrative