Manager, Client Services

Everyday, somewhere in the world, important decisions are made. Whether it is a private equity company deciding to invest millions into a business or a large corporation implementing a new strategic direction, these decisions impact employees, customers, 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.

We help our clients find industry experts who can provide their knowledge via interview or survey: we curate this knowledge in a market-leading software platform; and we help clients surface knowledge they already have through expansive knowledge management.

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