Summary:
The Client Services Lead is responsible for owning the overall client relationship, service experience, and long-term success of assigned managed services clients. This includes managing day-to-day client interactions, coordinating internal service delivery, and providing proactive guidance on IT strategy, risk, and improvement opportunities.
The ideal candidate has experience in a client-facing role within the IT managed services industry and is comfortable discussing technical environments, translating complex concepts into clear recommendations, and building strong relationships with both technical and business stakeholders.
Essential Duties and Responsibilities:
Client Relationship Management:
Build and maintain strong relationships with assigned clients. Act as the primary point of contact, addressing inquiries, managing expectations, and ensuring overall client satisfaction.
Account Ownership & Service Oversight:
Maintain accountability for the overall client experience. Work closely with internal technical teams to ensure issues are resolved in a timely manner and recurring challenges are addressed.
Business Reviews & Planning:
Conduct regular business reviews with clients to assess service performance, identify risks, and recommend improvements. Provide clear, executive-level summaries of technical findings and next steps.
Onboarding & Transitions:
Participate in the onboarding process for new clients by supporting internal teams, helping establish client relationships, and ensuring continuity into steady-state service delivery.
Technical Advisory:
Review client environments to identify risks, lifecycle gaps, and improvement opportunities. Provide practical recommendations aligned with client needs and business priorities.
Sales & Growth Support:
Identify opportunities to improve or expand services based on client needs. Assist with proposals, quoting, and solution discussions in collaboration with internal teams.
Technical Support Coordination:
Collaborate with the technical support team to resolve client issues efficiently. Help prioritize and escalate issues where required and ensure alignment with client expectations.
Communication:
Act as the “voice of the client” internally, ensuring that feedback, concerns, and priorities are clearly communicated across teams.
Documentation:
Maintain accurate and up-to-date records of client interactions, service activities, and environmental changes.
Process Improvement:
Continuously seek ways to improve service delivery, streamline internal processes, and enhance the overall client experience.
Business Awareness:
Develop an understanding of each client’s business operations and how IT supports their goals, risks, and growth.
Qualifications:
- Experience in a client-facing role within the IT managed services industry preferred
- Strong understanding of IT infrastructure, Microsoft 365, and managed services models
- Proven ability to manage multiple client accounts and prioritize effectively
- Excellent communication (written and verbal), interpersonal, and problem-solving skills
- Experience conducting business reviews and presenting to client stakeholders
- Ability to identify and support service expansion opportunities
- Proficiency with PSA, CRM, and related service management tools
- Ability to work independently and collaboratively within a team environment
- Post-secondary education in IT, Business, or related field (or equivalent experience)
Competencies:
- Strong customer service skills and professional demeanor
- High level of organization and attention to detail
- Ability to translate technical concepts into clear business language
- Proactive and solutions-oriented approach
- Excellent follow-through and accountability
- Self-motivated with the ability to manage competing priorities
- Client-centric mindset with strong relationship-building skills
- Practical understanding of how IT supports business operations
Job Types: Full-time, Permanent
Pay: $50,000.00-$70,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- Paid time off
Work Location: Hybrid remote in Whitby, ON L1N 2C3
