Client Account Manager (CAM)

Client Account Manager (CAM)

Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress? Do you want to continuously learn through ongoing training, development, and mentorship opportunities? Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights? Well, this may be the role for you. Ready to make your mark?

The position of Client Account Manager (CAM) supports our Employee Financial Solutions (EFS) organization and is focused on the Fund Direct (FD) and SmartCompliance (SC) business. This position is responsible for ensuring satisfaction and providing service excellence for an assigned client base of FD/SC Canada clients. Acts as second level support for the Client Services Representatives. Resolves issues relating to product features and functionality and client product knowledge. Assists clients with FD/SC Canada related issues. Supports all FD/SC Canada product offerings and coordinates activities between internal departments and business partners. Coordinates and manages all client level FD/SC Canada projects. Conducts periodic client field reviews, standardization coordination and proactive meetings with client decision makers.

Ready to make your mark? Apply now!

What you'll do: Responsibilities

• Ensure client satisfaction and maximize performance.
• Resolve issues related to features, functionality and client knowledge.
• Coordinate and facilitate regular proactive meetings with client decision-maker.
• Act as a subject matter expert for clients and new associates by providing technical expertise, guidance and training as needed.
• Effectively handle all client inquiries while meeting quality expectations within established metrics.
• Act as liaison between clients and internal departments to communicate, research, and investigate client issues.
• Analyze data and workflows to determine root causes and make recommendations to gain efficiency.
• May negotiate with clients to reach a satisfactory conclusion from a business/client perspective.
• Coordinate transition from Implementation to Service ensuring client understands Support Model and is set up for success.
• Strive to contact each client in their assignment a minimum of once per month.
• Prepare and deliver account review presentations.
• Assist in the creation and implementation of new processes and procedures.
• Coordinate client level projects including addition of features, client mergers and acquisitions, regulatory changes, etc.
• Perform other related duties as assigned.

To succeed in this role: Requirements

• 3-5 years of direct client support experience related to Payroll and/or Financial Services.
• 2+ years of Relationship Management.
• Exceptional ability to effectively communicate information and ideas in written and verbal format and in a simple, and authentic manner with varying levels within the organization.
• Excellent interpersonal skills with an ability to build and maintain relationships with internal stakeholders and external audiences.
• Ability to proactively handle conflict and work effectively with range of personalities, maintaining a compassionate, helpful attitude with partners and indirectly support teams locally and internationally.
• Superior organizational and time management skills.
• Complete functional expertise with particular emphasis on researching and resolving related problems and coordinating complex transactions involving payroll processing, service and production.
• Knowledge of Siebel/CEH & Microsoft Office.

Bonus points for these: Preferred Qualifications

• BA degree required or equivalent in education and work experience.
• Fluent in French and English an asset.

You'll love working here because you can: Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones. Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live. Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner. Innovate. Problem-solve. Shape the future of work with people you like. Balance work and personal time. Flexibility to integrate work more easily in your everyday life. Go Global. With operations around the world, exciting new networking opportunities abound. Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

Apply today!