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Client Services Account Manager

Datavalet

This is a Full-time position in Montréal, QC posted April 6, 2018.

Job Title:  Client Services Account Manager               

Department: Customer Success                     

Reports to: Director of Customer Success                   

At Datavalet, we are driven by your success. We welcome your ideas on how to do things differently and better. We engage your unique talents, perspectives, and personal experience to drive the continuous improvement of our services. In your efforts to achieve, learn and grow, we support you. If collaboration motivates you, you belong at Datavalet.

We are presently looking for a Client Services Account Manager to work in our Montreal office.

As a Client Services Account Manager, you will be responsible for improving, maintaining, and solidifying the relationship between Datavalet and our clients and partners. You will be our clients’ advocate within our organization and our advocate with our clients. You will serve as a key point of contact for our clients and ensure that all constructive feedback is recorded and provided to team managers to continuously improve service.

Key responsibilities and accountabilities:

  • Build solid relationships with key client resources. Maintain and grow those relationships through the delivery of a professional, timely, and detail-oriented service;
  • Understand business needs & objectives that underpin our clients’ requests and feedback – includes coordination of multiple stakeholders from different functional areas (technology, quality control, logistics, support, and marketing);
  • Deliver Datavalet’s core values through regular written and verbal interactions with the client;
  • Facilitate recurring reviews with clients and partners to target specific, achievable initiatives which will drive improved client satisfaction;
  • Perform regular analysis of anecdotal and reported metrics to identify potential improvements to service;
  • Continuously identify opportunities to increase value to customers by support revenue (upsell and renewal) objectives 
  • Facilitate communication during high pressure situations, such as service-impacting outages;
  • Participate in designing client dashboards, based on service level objectives and key performance indicators, and drawing on multiple data sources;

Employment Requirements:

  • BA/BS degree in Business Administration, Sales or relevant field
  • Minimum 3 years of experience working with clients in the capacity of account management, customer success, project management, or supplier management;
  • Demonstrated ability to credibly and effectively communicate, present, and influence at multiple organizational levels;
  • Excellent verbal and written communication skills in both English and French;
  • Demonstrated abilities to establish and cultivate long term customer relationship
  • Demonstrated ability to drive multiple initiatives simultaneously while ensuring accuracy and strong attention to detail;
  • Knowledge and understanding of networking and Wi-Fi technologies an asset;
  • ITIL certification is an asset.
  • Experience in the Canadian banking or financial markets an asset;

Position specific Working Conditions:

Group Insurance benefits
5 Personal Time Off (PTO) days per calendar year
4 Additional Paid days off over and above the mandated statutory holidays
Participation in the company bonus profit sharing plan
Participation in the company Training and Development Program

Skills Required

  • Education level: None
  • Work experience (years): None

Package

Salary: N/D

How to Apply