Client Services Manager

Every day, somewhere in the world, important decisions are made. Whether it is a private equity firm deciding to invest into a business or a large corporation implementing a new strategic direction, these decisions impact employees, customers, investors, and other stakeholders.

Consulting and private equity firms come to proSapient when they need to discover knowledge to help them make great decisions and succeed in their goals.

It is our mission to support them in their discovery of knowledge. Specifically, we help our clients find industry experts who can share their knowledge via 121 interviews or wider market surveys : we curate this knowledge in a market-leading software platform, and we help clients surface knowledge through additional value-added tools and services.

Our clients tell us that proSapient differentiates itself through tech-led innovation and great customer service. We have grown rapidly over the last seven years and now have five offices that serve over 100 clients in Europe and North America.

We're now looking for an innovative and resilient Manager to join the team in our Toronto office. As a Manager in Client Services, you will lead a team of 4- 7 individuals, and report into a VP Client Services.

This is a fantastic opportunity to drive a brilliant team of talented individuals, while building an industry leading Expert Network service.

The role of a Manager includes :

• People, Development & Culture Management :
• Building a high performing culture that embodies our core values; creating clear expectations, targets, and goals for your people to thrive, succeed and overachieve
• Ensuring people development, training, and growth creating developmental plans, measuring performance, and driving growth consistently across the team
• Taking ownership for all people related responsibilities for your team including hiring, promotions, development, training, progression, growth, and performance management
• Working with your VP, Client Services to understand the business established KPI's and metrics that ensure team and individual success while building a proactive and outbound team attitude and approach
• Managing your team members on an individual basis driving growth, development and success through 1 : 1’s, performance reviews, appraisals, coaching and learning & development
• Account Management :
• Assuming ownership and client account management responsibility for your designated client accounts, with a strong focus on large & mid-tier Consulting firms across North America
• Providing outstanding customer service and support to our clients, acting as an SME on all aspects of the account and building valued relationships that encourage growth and increased coverage across our target clients
• Acting as an SME on our clients throughout the business educating wider team and business unit members on industry moves, news and trends
• Working in partnership with the Commercial Team to strategies around account revenue growth across our clients focusing on potential revenue opportunities, supporting preparation for and delivering QBR’s, and mapping / planning for account growth
• Project Management :
• Allocating all projects to team members, ensuring workloads are balanced, clients' needs and expectations are met and capacity / revenue numbers and delivered against (and exceeded!)
• Driving a proactive, outbound team attitude; creating, and instilling best practices and processes that enable your team to consistency find great Experts across the globe on a high-volume basis
• Embedding an exemplary screening process, leading by example on how to ensure the best experts are thoroughly screened and vetted prior to sharing with a client in line with our internal Compliance procedures
• Owning accountability for all delivery targets and metrics related to your team (and on an individual basis too)
• Coaching team members to manage the full cycle of Expert Networking across multiple projects, with a focus on urgency, attention to detail and quality.
• Utilizing and educating team members on different tools, products and techniques to source, recruit and onboard Experts across the globe onto our platform

Requirements

To be successful in the Manager role, you will need :

• Industry expertise : you MUST have previous experience working directly at an Expert Network company and have a strong industry understanding.
• Client Exposure : Must have experience working directly with either Consulting Firms, Private Equity Firms or Hedge Fund companies
• People Management : 2 years of experience managing a team directly in either a sales, outbound or KPI led environment
• Exceptional communication skills across all levels and ability to converse and build rapport with clients and experts alike.
• Interpersonal skills : strong collaboration and team skills and ability to approach every aspect of your work with integrity.
• Drive & Tenacity : to possess the self-confidence to work in a rapidly growing and unstructured business with constant and high-volume workflow.

Benefits

What we can offer you :

• A competitive salary + uncapped commission structure, that is designed to encourage and reward over performance the sky is the limit!
• Tenure gifts to thank our loyal staff who help the business to grow
• An enhanced maternity and paternity package
• 15 days annual leave each year + 9 public holidays, inclusive of a week's closure over the Christmas period to fully reset
• A paid sick leave policy
• A hybrid working model, featuring three days per week in our modern downtown Toronto office
• Team socials from Pizza to Caribbean to Korean food, we love to encourage our team to get together and try new experiences together!
• The opportunity to create, lead or participate in one of our many ERG groups, to help drive diversity, inclusion and understanding across our business
• Corporate Events from quarterly gatherings to our annual Christmas & Summer parties, we love to celebrate, collaborate and have fun together!

Want to learn more? Take a look at our careers Notion page - https : / / prosapient.notion.site / Careers-at-proSapient-bfb1f316031b4dabbd9d40943cc4cc6f

We are committed to building an inclusive workplace did you know that marginalized groups are less likely to apply to jobs unless they meet every requirement listed?

If you are interested in the above role, but don’t necessarily tick every box, we encourage you to apply anyway this role could still be a great match!

At proSapient, we are an equal opportunity employer. As such, we offer equal employment opportunities without regard to race, colour, religion, sex (including pregnancy and gender identity), national origin, age, disability, genetic information, veteran status and other protected class characteristics.

All employment is decided based on qualifications, merit, and business need.

Due to the regulated nature of our clients, all successfully offered candidates are subjected to thorough screening & pre-employment checks, including an enhanced background check, which can affect the outcome of any offer of employment.