Client Experience Manager

Capital Economics; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading economic consulting firm in Toronto is seeking a Client Experience Manager for Enterprise accounts. This role is crucial for ensuring clients achieve maximum value from their investments. The ideal candidate has 3+ years in a similar role, excellent communication skills, and a background in value selling. Responsibilities include building relationships with senior executives, onboarding users, and driving client engagement. The firm promotes a diverse and inclusive workforce and offers hybrid working options.

Benefits

Good annual leave (19 days plus your birthday)

Life assurance

Medical insurance

Workplace flexibility

Training & development

Good additional maternity and paternity policies

Qualifications

• 3+ years of experience in a similar role within a B2B Financial Services environment.
• Understanding of macroeconomics is desirable.
• Strong interpersonal skills to build relationships.

Responsibilities

• Build relationships with senior executives and C-Suite level contacts.
• Provide onboarding and training to ensure effective product utilization.
• Monitor client satisfaction and identify upselling opportunities.

Skills

Client experience

Communication skills

Relationship building

Value selling

Analytical skills

Tools

Salesforce

Tableau

Job description

At Capital Economics, we deliver independent macroeconomic and thematic insights through our real-time digital platform, challenging the status quo and partnering for our clients' success. We don't simply echo the mainstream views; our Economists originate the insights that matter, offering a new perspective that drives superior investment outcomes and profitable decisions.

Our comprehensive coverage spans over 100 economies, and supports banks, financial and commodity markets and real estate sectors. By leveraging our bold insights, real-time and proprietary data services and analysis, clients receive differentiated value, and investors uncover profitable opportunities and identify risks that others miss.

We don't just repeat and report the consensus headlines; using our unique methodologies we challenge them. We provide each member of our community the critical edge needed to navigate complex financial landscapes and make informed, profitable investment decisions.

As a Client Experience Manager for Enterprise accounts, you will play a pivotal role in ensuring our Enterprise clients receive exceptional service and derive maximum value from their investment in Capital Economics products. You will work closely with newly acquired and existing clients to understand their business needs and address critical pain points. You will enable individual users to achieve their goals by leveraging our insights, data and access to economists. You will be expected to drive adoption and identify opportunities for growth across your accounts.

The ideal candidate will have a strong background in client experience, excellent communication skills, and the ability to build tailored solutions that align with an individual user objectives. You will collaborate with the sales and marketing teams to drive client engagement, revenue growth and retention strategies that foster long‑term partnerships.

Key Responsibilities:

• Build and maintain strong relationships with senior executives across your Enterprise accounts. You will often be presenting to and nurturing C‑Suite level contacts as well as identifying and nurturing client advocates.
• Understand client pain points and objectives to provide value‑based solutions that help individuals achieve their goals.
• Provide onboarding and training to new users to ensure they are utilizing our products effectively.
• Monitor adoption and satisfaction to proactively address any issues and identify opportunities for upselling or cross‑selling services.
• Work closely with internal teams to relay client feedback and contribute to product enhancements.
• Partnering with internal stakeholders on product ideation.
• Develop client experience plans, track adoption and outcomes to align with a strong user lifecycle.

Capital Economics has been recognised as Great Place to Work® UK. We are an equal opportunities employer with an active DE&I programme. We recognize the importance of a diverse workforce and are dedicated to building a culture where everyone feels valued and empowered to bring their whole selves to work.

We strive to foster a workplace that values diversity and promotes mutual respect and understanding. Our hiring practices are based on business needs, merit and qualifications. Capital Economics ensures that all employment decisions are made without bias, and we continuously work to eliminate discrimination and harassment in all forms.

The ideal candidate will meet some or all of the following qualifications:

• +3 years’ demonstrative experience in a similar role, ideally within a B2B Financial Services environment.
• An understanding of macroeconomics is also desirable.
• Value selling experience essential, ideally having used MEDDPIC methodology.
• Strong interpersonal and communication skills with a proven ability to build relationships.

• Ability to analyse data and generate actionable insights to improve client outcomes.
• Experience using CRM software including Salesforce and Tableau.
• Strong problem‑solving skills and the ability to work independently.
• Organised, proactive, and capable of managing multiple accounts simultaneously.
• A passion for delivering excellent service and advocating for client needs.

We offer world class training including comprehensive coaching on value selling including AI generated persona role plays. If you are passionate about driving client success and want to be part of a dynamic team, we encourage you to apply. Please submit your CV along with a cover letter detailing your suitability for this role.

Capital Economics is committed to equality, inclusion and diversity. We encourage applications from all candidates regardless of ethnicity, religion or belief, gender, sexual orientation, age, disability or gender identity. If you need reasonable adjustments to be made to the application process to ensure you are not at a disadvantage to other candidates, please include this in your cover letter. This is applicable if you have a disability or if you are neurodiverse/hold neurodiverse traits.

• Good annual leave (19 days plus your birthday) & sick package (10 days)

• Life assurance
• Medical insurance
• Health Assured (Employee Assistance Programme)
• Hybrid working
• Flexible working policy
• Training & development
• Good additional maternity and paternity policies
• Thriving social committee.