Manager, Client Success (Bilingual - French)

NAFOR Executive Recruiting - Toronto, ON (30+ days ago)

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Job Description

New Position / $75,000 / Lead contact with High Value clients / Leadership Role / Entrepreneurial Company / Continuous Growth / Custom Solutions /

*** This is a bilingual role - English / French ***

This exciting role revolves around working with major pharmaceutical companies to help manage their marketing and fulfillment programs. The office is located near the 427/407 junction. Autonomy, flexibility and scalability are what make this role great. Positive Fulfillment works with a wide variety of clients. You will enjoy managing a diverse portfolio of projects with the freedom to provide custom solutions tailored to each job. Examples of client requirements include:

Branding and Marketing
Third Party Logistics (3PL)
Pick, Pack and Ship
Contract Packaging
Fulfillment
Co-Packing
Pharmaceutical Distribution
Retail Distribution
As an industry leader specializing in healthcare marketing support and fulfillment services, Pharmilink Healthcare Marketing Services / Positive Fulfillment Services develops strategic programs to help their clients’ get their products and brand messaging into the hands of their targets while holding true to their core values of integrity, fairness, reliability, customer focus and innovation.

The Manager, Client Success' main responsibility is to manage the day-to-day relationships and projects with high value clients and to work closely with the client engagement team to ensure customer service expectations are surpassed.

Responsibilities:
Accountable for maintaining relationships, providing superior customer service, meeting/exceeding SLA’s and KPI’s to high value clients while working closely with the Senior Account Director and the Client Engagement team.
Proactively engaging with existing clients by providing needs-based assessments identify immediate / future opportunities to increase client loyalty
Evaluates progress and success against performance standards. Appraises and resolves deficiencies and challenges
Ensures deadlines are met and keeps stakeholders informed of project/program status.
Takes a proactive approach when dealing with client’s needs; recognizes adverse client reactions,
Collaborates with all internal departments regarding the management and success of a client's program to improve partnership and revenue
Communicates strategies and solutions to Marketing Manager and senior-level executives to influence decisions
Addresses barriers/opportunities, create efficiencies, and suggest process improvements
Train and mentor Client Services Representatives on projects, principles and best practices.
Manage projects using discretion and sound judgement
Gain extensive understanding of client solutions and recognition objectives, and partner with Sales team to help achieve success

Qualifications:
Bilingual (English/French)
Post-Secondary education (diploma/degree) and 5+ years of relevant work experience
Superior client service skills with the ability to develop trust and strong relationship building skills
Strong verbal and written communication skills in both French and English
Customer-centric thinking and focus
Ability to multitask, prioritize, and process work quickly, efficiently, and accurately while under pressure
Familiarity using project management tools and best practices
Previous experience managing a team is an asset
Ability to work well in both a team atmosphere and independently
Advance computer skills including proficiency in the Microsoft Office suite; overall Tech savvy
Strong analytical and problem-solving skills; the ability to investigate complex issues and implement effective and effective solutions
A self-starter with a strong sense of personal accountability and urgency
Professional demeanor and strong business acumen
Excellent relationship building skills when dealing with internal external stakeholders
Ability to work under pressure and a sense of urgency
Strong presentation skills
Positive Fulfillment Services Ltd. is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. If you require an accommodation for the recruitment/interview process please let us know and we will work with you to meet your needs.

Contact: Jeff Richmond jrichmond@nafor.com 416-238-6400
For additional information please go to: www.nafor.com/4040