Felix is a North American-based talent and organizational advisor with over 30 years of successful client engagements. Felix offers a partnership with a team of thought leaders who deliver integrated solutions specializing in talent and business transformation. Our tailored solutions include recruiting top talent, leadership and executive development, supporting career growth and transition, and top-tier organizational consulting to tackle critical business challenges and drive transformation. Felix works with numerous organizations of global reach in a variety of verticals, including financial services, healthcare, industrial/manufacturing, technology, professional services and more. Felix is headquartered in Chicago, with a Canadian headquarters in Toronto. Position Responsibility Based out of our downtown Toronto office (with flexibility for remote work Mon, Weds, Thurs & Fri), the Manager, Client Services has the responsibility of leading the coordination, delivery, and ongoing management of key activities and projects supporting the Career Transition line of business. This includes but is not limited to performing a wide range of responsibilities: customer requests, alignment of resources, project planning, management and execution, relationship management with multiple stakeholders, development of presentations and collaterals, sales support, and administrative tasks. As part of the Client Services Team, the Manager, Client Services proactively and efficiently contributes to the effectiveness of the team in other tasks and responsibilities as assigned or self-initiated. Key Responsibility Areas and Major Activities Business Development Support Provides sales support to Managing Directors and Sales Leadership through development and customization of proposals, presentations, and collaterals to support new and ongoing business Updates and maintains account, contact and deal records in Salesforce in consultation with Managing Director(s) Solution & Line of Business Management Leads the delivery of services, per customer account, through coordination of deliverables, delivery resources (Career Coaches), creation of program materials, communication with multiple stakeholders, follow-up and tracking. Works closely with corporate customers as well as internal team (Managing Director, sales leaders, delivery coaches/consultants) to coordinate, manage and track all programs/service delivery. Leads and/or assists with a wide range of proposals, reports, letters and presentations (PowerPoint/Excel) in standard or customized formats as required, ensuring they are recorded accurately on SharePoint for retrieval. Has in-depth knowledge of the appropriate uses, capabilities and application (what, why, how, best practice) of available Felix services, tools and products (emphasis on Career Transition) Acts as a key point of contact for Career coaches for updates, feedback, issue resolution, and guidance. Ensures coaches notes are documented in the appropriate system (monitoring and follow up). Supports onboarding activities for all new coaches/consultants within the Career Transition area to ensure they are properly trained. Coach/consultant bio development - review, revise and ensure alignment with Felix standards and guidelines Customer Service Responds to customer/client service requests with accuracy, quality and expediency. Maintains effective and outstanding interpersonal relations with corporate customers, clients and internal consultants and coaches. Supports preparation of monthly/quarterly corporate customer reporting and following up with delivery consultants and coaches as needed. Project Coordination & Administration Supports the finance function with weekly (or as needed) invoicing to customers Monitors and actions the collections process (by account) with timely follow ups, escalating to the internal relationship manager as needed Tracks and monitors program/project-related expenses for appropriate approval (billing back to the customer as applicable) Contributes to the accurate maintenance of information within all systems (Microsoft SharePoint, LMS, Salesforce, Sage Intacct, etc.) Maintains learning management system, intranet portal, or online participant community as applicable. Distributes, collects, records, and monitors participant and/or customer feedback surveys Creates data reports based on service delivery (customer reports, data usage, project metrics, etc.) which may include year-in-review materials for internal or marketing use Key Competencies & Qualifications A self-starter who takes initiative, anticipates needs, and looks for opportunities to add value and improve/excel our business Strong relationship management skills and customer service orientation in collaborating, servicing, and communicating with multiple stakeholders (both internal and external), responding with quality, efficiency and accuracy. Excels at teamwork, a collaborative style of working, and has a process orientation Able to work in a fast-paced environment and exhibit a flexible mindset, shifting priorities as required. Highly developed organizational, time management and documentation skills with a strong attention to detail Efficiency in using Microsoft based applications, specifically MS PowerPoint, MS Word and MS Excel. Excellent written and verbal communication skills and presentation skills Minimum Education & Experience Bachelors degree in human resources, education/adult learning, business administration or a related field 3-5 years experience in a similar/related function Experience with Salesforce is ideal
Job Title
Client Services Manager