Client Services Team Lead

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 more driven, innovative and resilient Team Leads to join the team in our Toronto office. As a Team Lead, you will manage a team of 5-7 individuals, and report into a VP – Client Services. This is a fantastic opportunity to drive a brilliant team of talented individuals, whilst building an industry leading Expert Network service.

The role of a Team Leader includes:

Team Management:

• Managing your team on an individual basis – driving growth, development and success through 1:1’s, performance reviews, appraisals, coaching and learning & development
• Utilizing success and growth metrics to build developmental journeys and paths that maximize potential from everyone
• Assuming full accountability for team performance, utilizing metrics, numbers and strategic plans to ensure deliverables are clear and achieved consistently
• Building a high performing culture for the team, through inspirational, motivational and visionary strategies
• Develop, coach and mentor a Senior Associate to act as deputy when necessary for the team
• Building an environment of transparency, clear expectations and open communication with the team to drive results

Account Management:

• Building valuable relationships with clients, ensuring that expectations, communication and successful delivery are always executed upon
• Overseeing & managing a full book of clients and partnerships for the team, partnering to receive, digest and effectively service all client projects.
• Act as a subject matter expert on our products, platforms and services to effectively cross sell and increase revenue streams across the business (for example, with our Surveys team)
• Overseeing the growth and generation of revenues from client accounts to exceed the revenue targets allocated by initiating and implementing strategies to ensure revenue targets are met.
• Organizing and conducting client meetings, both regionally and globally, often independently, undertaking international travel as required. Action client gifting as appropriate.
• Working in partnership with the Commercial team to identify new user & client opportunities
• Working in partnership with VP’s, Associate Directors and Business Operations to analyze and drive success with our clients

Project Management:

• Empowering the team to build outstanding relationships between experts and our clients.
• 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
• Teaching best practice and best-in-class strategies for time management, prioritization and urgency for all briefs and client requests
• Upskilling and digesting client briefs, encouraging thorough understanding of all briefs from all industries
• Coaching team members to build a customer-centric approach to Experts; teaching Expert management, Expert care and negotiation skills

To be successful in the Associate Team Lead role, you will need:

• Minimum of 2 years of previous experience in a professional services or sales/operations management role required
• Bachelors Degree Required
• Effective people management: proven experience in the successful management of multiple direct reports in a sales/commercial/target driven environment achieving maximum and effective traction and team motivation.
• Industry expertise – To have a strong broad industry understanding and strong interest in corporates and companies coupled with a background in public or private equities, consulting, or venture capital. A demonstrable interest in technology development is ideal too.
• Knowledge of operational and financial levers and metrics within a professional services organization.

What we can offer you:

• An uncapped commission structure, that is designed to encourage and reward over performance – the sky is the limit!
• Tenure gifts to thank our loyal staff who help the business to grow - vouchers, extra holidays and sabbaticals for each year of employment.
• An enhanced maternity and paternity package
• 25 days annual leave each year + 8 public holidays, inclusive of a week's closure over the Christmas period to fully reset
• A paid sick leave policy, for those days you just need to reset!
• A hybrid working model, featuring two days per week in our modern downtown Toronto offices
• Team socials – from Pizza to Caribbean to Korean food, we love to encourage our team to get together and try new experiences together!
• The opportunity to create, lead or participate in one of our many ERG groups, to help drive diversity, inclusion and understanding across our business
• Corporate Events from quarterly gatherings to our annual Christmas & Summer parties, we love to celebrate, collaborate and have fun together!

We are committed to building an inclusive workplace – did you know that marginalised groups are less likely to apply to jobs unless they meet every requirement listed? If you are interested in the above role, but don’t necessarily tick every box, we encourage you to apply anyway – this role could still be a great match!

At proSapient, we are an equal opportunity employer. As such, we offer equal employment opportunities without regard to race, colour, religion, sex (including pregnancy and gender identity), national origin, age, disability, genetic information, veteran status and other protected class characteristics. All employment is decided based on qualifications, merit, and business need.

Due to the regulated nature of our clients, all successfully offered candidates are subjected to thorough screening & pre-employment checks, including an enhanced background check, which can affect the outcome of any offer of employment.

About the company

proSapient offers a feature packed and modern platform to support your primary research - from expert consultations and transcripts to powerful surveys.