Client Care Manager

TLC Solutions; Township of Langley; On-site; CAD 70,000 - 110,000; Full time

Job summary

TLC Solutions is seeking a Client Care Manager to build and maintain strong client relationships, drive customer success, and coordinate with internal teams to ensure exceptional service aligned with client goals.

As the primary client contact, you will educate clients on TLC tools, mentor coordinators, and manage inquiries related to licensing, quotes, and service scope while supporting strategic growth across assigned accounts.

Qualifications

• Experience in account management or customer success.
• Strong communication and relationship-building abilities.
• Data analysis skills with the ability to provide strategic recommendations.
• Familiarity with business technology solutions and industry best practices.
• Proficiency with Autotask, ITG, and CRM systems.

Responsibilities

• Direct Client Support: manage a portfolio of clients and act as primary contact to drive value.
• Client Solutions Enablement: partner with Sales, own client communication, prep insights for planning.
• Strategic Account Planning: develop SAPs, document in ITG/Autotask, align with Operations to improve SOPs.

Skills

Account management

Customer success

Data analysis

Communication

CRM proficiency

Stakeholder management

Education

Product Owner certification (CSPO/PSPO/PMI-ACP)

Tools

Autotask

ITG

CRM systems

Job description

The Client Care Manager builds and maintains strong client relationships, drives customer
success, and supports strategic growth across assigned accounts. Acting as the primary
client contact, the Manager delivers value throughout the customer lifecycle while
coordinating with internal teams to ensure exceptional service and alignment with client
goals.

Direct Client Support

• Demonstrate expertise in Customer Success best practices and stay current on industry trends.
• Proactively manage a portfolio of clients to ensure consistent value delivery.
• Build trusted relationships with client stakeholders and serve as their primary contact.
• Educate clients on TLC tools and services; collaborate internally to maximize adoption and value.
• Mentor Client Care Coordinators and support their development.
• Respond to non-technical client inquiries (e.g., licensing, quotes, service scope).
• Manage service and sales-related requests with clear, timely communication.

Client Solutions Enablement

• Partner with the Sales team to address quotes and inquiries.
• Own client communication to ensure timely, accurate responses.
• Conduct portfolio reviews to identify opportunities and risks; prepare insights for TBRs and strategic planning.

Strategic Account Planning

• Develop and deliver Strategic Account Plans (SAPs) outlining growth opportunities, client goals, and long-term strategies. Technical Team Support
• Maintain accurate documentation in ITG and Autotask; identify areas for improvement.
• Partner with Operations to standardize SOPs and knowledge base content.
• Assist in resolving aging tickets by coordinating with clients and technicians.
• Distribute Pod workload to maintain balance and efficiency.
• Track and resolve recurring client issues; identify patterns and recommend process improvements.

Qualifications

• Proven experience in account management, customer success, or related fields.
• Strong communication and relationship-building abilities.
• Data analysis skills with the ability to provide strategic recommendations.
• Familiarity with business technology solutions and industry best practices.
• Proficiency with Autotask, ITG, and CRM systems.
• Product Owner certification or training (CSPO, PSPO, or PMI-ACP)
• Experience with data literacy: adoption metrics, retention indicators, cohort/portfolio reporting
• Familiarity with compliance-sensitive software environments
• Experience facilitating multi-stakeholder alignment sessions