Position DescriptionTitle:Manager, Client ServicesDepartment:SalesImmediate Supervisor:VP Customer Experience and Product ManagementStatus:Exempt SalariedLocation:Truro, Nova Scotia, on-sitePosition Purpose:The primary mission of this individual is to manage, lead, and oversee the daily operations of the client services team, ensuring excellent customer experience and efficient sales execution processes. This person must develop and implement strategies to enhance customer satisfaction, retention, and revenue growth.Principal AccountabilitiesLead, mentor, and develop a team of customer service professionals, providing ongoing training and performance coachingManage complex customer inquiries and resolve escalated issues with professionalism and urgencyEstablish and monitor team performance metrics; analyze data and produce reports to identify trends and improvement opportunitiesPartner closely with Sales and Marketing to align customer service initiatives with sales goals and promotional activitiesBuild and maintain robust relationships with key clients, ensuring their needs are consistently met and exceededDevelop, document, and refine service protocols, procedures, and best practices to enhance efficiency and service qualityMaintain and update the customer service training manualImplement and optimize CRM and related technologies to streamline customer service and sales workflowsLead the annual customer survey process, including analysis, recommendations, and cross‑functional action planning to improve customer satisfaction and Net Promoter ScoreFacilitate regular team meetings to communicate priorities, share updates,



and strengthen collaborationOversee sales performance controls and take corrective action to ensure objectives are achieved within budgetReview and evaluate sales results against programs, quotes, and plans to assess effectivenessConduct ongoing performance reviews and provide continuous feedback to team membersDevelop deep expertise in all ECP products and programs, effectively communicating their benefits and functionalityTravel to plant locations for assigned corporate accounts to implement programs and support account growthPerform additional responsibilities as assigned by the VP of Customer ExperienceQualificationsUniversity Degree in Business or related discipline preferred.Minimum 4-7 years of experience in sales coordination, sales operations, or customer service management, preferably in a manufacturing environmentDemonstrated prior experience leading a team to drive results and improve overall customer experienceSkills And AttributesHighly organized and has very effective time management skillsProven negotiation skillsProven ability to interact with Sr. ExecutivesProficiency in Microsoft Office SuiteDemonstrated customer insight and strong intuition, paired with the confidence to take decisive actionProven, action‑oriented problem solver with a track record of delivering resultsExceptional communication and interpersonal skillsWorks collaboratively across teams, bringing a proactive, solution‑focused approach to shared challengesThis position is located in Truro, Nova Scotia, on-site. A relocation package might be available for candidates willing to relocate from another province.#J-18808-Ljbffr

📌 Client Services Manager (Winnipeg)
🏢 IPG
📍 Winnipeg