Account Manager, Client Services

InTandem Talent; Richmond Hill; Hybrid; CAD 75,000 - 85,000; Full time

Benefits offered by this job

Comprehensive healthcare, dental, and视

3 weeks of vacation

Collaborative work environment

Job summary

Octacom, a division of DCM, is seeking an Account Manager, Client Services to own enterprise relationships from onboarding through renewal. You will manage complex implementations, coordinate Production and IT, and ensure delivery against client commitments in an onsite Richmond Hill role with potential remote day each week after probation.

You will lead client reviews, pricing updates, and service changes while maintaining high-quality client experiences and proactive risk management across a

Qualifications

• 5+ years in a client-facing account management role, including 2+ years managing enterprise accounts.
• Experience in a B2B IT or document/data management environment
• Strong project management skills with cross-functional teams
• Excellent written and verbal communication with high attention to detail
• Proactive and accountable with focus on positive client experience
• Proficient in Microsoft Office Suite

Responsibilities

• Own a portfolio of enterprise client accounts, serving as primary contact across implementations, changes, reviews, renewals, pricing, and service changes.
• Lead complex client escalations and coordinate timely, effective resolutions while identifying risks through regular check-ins.
• Serve as primary project manager for onboarding, new projects, and change requests from scoping to go-live with estimates and documentation.
• Track commitments, delivery performance, renewal/pricing status, and risks; provide updates to management.
• Own internal processes and service standards for accounts to ensure consistent communication and high-quality service.
• Set documentation standards for QA implementations and rollouts with clear stakeholder communication.

Skills

Project management

Client relationship management

Communication

Time management

Microsoft Office

Education

Bachelor's degree in Business/Communications

Tools

Microsoft Office Suite

Job description

Position: Account Manager, Client Services
Employment Type: Full Time Permanent
Location: Richmond Hill, ON (Onsite)

Octacom, a division of DCM, is an enterprise software and services company focused on document and data management solutions. Octacom specializes in document management and workflow automation software, as well as document imaging and data capture services.

Octacom’s core solutions focus on large scale digitization and financial process automation, enabling large enterprise clients across a wide range of industries to streamline and optimize their Accounts Payable and Accounts Receivable processes.

The Role

As a Account Manager, Client Services, you will take ownership of key enterprise relationships and help shape how client service is delivered. You’ll be the single point of accountability for a portfolio of strategic client relationships, owning commercial outcomes, service quality and delivery from onboarding through renewal. You will lead complex implementations and change initiatives, and direct Production and IT to deliver against client commitments.

This is an onsite role working Monday to Friday in our Richmond Hill office. There will be an option to work remotely for 1 day per week after a successful probation period. Occasional travel to client sites may be required on an as needed basis.

Key Responsibilities

• Own a portfolio of enterprise client accounts, serving as the primary point of contact across implementations, change requests, business reviews (monthly/quarterly), contract renewals, pricing updates, and service changes

• Lead complex client escalations for your portfolio, driving efficient and effective resolutions of complex support issues, while proactively identifying risks through regular client check-ins and relationship management

• Act as the primary project manager for client onboarding, new project implementations, and change requests from scoping through go-live, owning level-of-effort estimates, project documentation (SLA, SOW, Business Rules, and Project Plans), client communication cadence, and coordination of Production and IT teams to ensure timely, on-budget delivery

• Track client commitments, delivery performance, renewal/pricing status, and emerging risks for your portfolio, providing clear updates to management regularly and escalating issues proactively

• Own the internal processes and service standards for assigned accounts, ensuring consistent client communication, seamless service delivery, and a high-quality client experience

• Set documentation standards for QA implementations and process/application rollouts, ensuring clear communication with internal and external stakeholders throughout

Skills & Experience

• Bachelor’s degree in Business, Communications, or related field with 5+ years of experience in a client-facing account management role, including 2+ years managing enterprise accounts

• Experience in a B2B IT or document/data management environment is an asset

• Strong project management skills, with the ability to influence and mobilize cross-functional teams without direct authority and exercise organizational and time management abilities

• Excellent written and verbal communication skills, with high attention to detail and problem-solving skills

• Proactive and accountable with continuous improvement mindset, focusing on positive client experience

• Proficient in Microsoft Office Suite

What We Offer

• Comprehensive healthcare, dental, and vision coverage for you and family starting on first day of work

• 3 weeks of vacation annually

• Collaborative and supportive work environment where your ideas are valued and your impact is visible

Compensation

$75,000 to $85,000 CAD per year

The compensation range listed reflects the expected compensation for the role. Actual compensation will be determined based on individual skills and experience.

Octacom, a division of DCM, is committed to equal employment opportunity, employs and does not discriminate against all qualified persons without regard to race, colour, religion, national origin, sex, age, disability, or any other classification protected by applicable federal and provincial laws. Should you require any accommodation throughout the recruitment and selection process, please get in touch with us through the form at the bottom of the page (https://www.datacm.com/about-us/lifedcm/), so that we can ensure your equal participation.