Client Solutions Manager

Acosta Sales & Marketing

Toronto

On-site

CAD 97,000 - 117,000

Full time

8 days ago

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Job summary

Mosaic Sales Solutions US Operating Co, LLC in Toronto, Canada is seeking a seasoned Client Solutions Manager to lead a portfolio of concurrent client programs within New Business, driving growth by converting pilots into ongoing continuity engagements.

You will manage field leadership, own operational and financial performance, and develop playbooks to scale programs quickly and profitably.

Qualifications

5+ years of account management, client service, or program management experience in an agency, retail, field marketing, or outsourced sales environment.
Success managing multiple concurrent programs or clients with competing priorities.
P&L or program budget ownership, with a track record of delivering goals profitably.
People management experience, including field leadership or multi-market field teams.
Success growing client engagements (upsells, renewals, expansions, or pilot-to-ongoing conversions) strongly preferred.
Experience collaborating across sister agencies, partner agencies, and external vendors, and building processes or playbooks that others can execute.
Strong client communication skills with excellent verbal, written, and presentation abilities.
Superior organizational skills and follow-through; comfortable with ambiguity in fast-moving environments.
Bachelor's degree in Business, Marketing, Communications, or equivalent experience preferred.
Must be available to work flexible hours, which may include evenings and/or weekends at times.

Responsibilities

Serve as the senior day-to-day client lead across multiple concurrent programs, building trusted relationships from kickoff through renewal.
Run regular client meetings covering program status, new initiatives, and problem solving.
Translate client priorities into actionable field execution plans and hold the program accountable for delivery.
Act as first escalation point for program issues, driving solutions and keeping the Director engaged on anything affecting the client experience.
Develop and present the growth case for converting temporary, seasonal, and pilot programs into ongoing continuity programs.
Identify and sell incremental growth within assigned programs (added headcount, markets, channels, services, or initiatives) and grow small programs into larger engagements.
Deliver the results, executive reporting, and ROI narratives that drive renewal and expansion decisions.
Support the Director on renewal strategy, SOW development, and commercial terms.
Oversee execution across all portfolio programs, directly or through field leadership, against client expectations and contractual commitments.
Build and maintain reusable playbooks, SOPs, and process frameworks for rapid program spin-up and wind-down, driving speed and consistency across programs and account teams.
Manage program logistics, vendors, and internal shared services to keep delivery on scope and on schedule.
Collaborate across the Acosta Group agency network and with external vendors and partner agencies to deliver integrated client solutions.
Manage field leaders (Regional Managers, Field Operations Managers), including hiring, development, performance management, and succession planning.
Lead field labor and staffing strategy across the portfolio to optimize coverage and revenue opportunity.
Design flexible staffing models (dedicated, shared, and flex) matched to each program's scale, seasonality, and maturity.
Develop and manage field performance tools (scorecards, dashboards, KPIs) that drive results and compliance.
Own the day-to-day operational and financial performance of each portfolio program, delivering program goals profitably.
Build, track, and manage program budgets; review client invoicing; manage labor investment against revenue.
Identify and recommend margin improvement opportunities across the portfolio.
Track program KPIs and produce weekly and monthly client reporting that tells the story behind the numbers.
Develop executive summaries and insights reports for client and internal leadership.
Partner with shared services to build standard reporting frameworks (KPI structures, templates, and dashboards) that accelerate new program launches.
Consult on new business presentations, pricing, and program design for small- to mid-size opportunities (typically $2MM and under).
Contribute portfolio learnings, staffing models, and playbook frameworks to new business pursuits.
Other duties as assigned.

Skills

Account management

Client service

Program management

P&L ownership

People management

Growth selling

Cross-functional collaboration

Communication skills

Excel/Sheets

PowerPoint/Slides

Education

Bachelor's degree in Business, Marketing, Communications, or equivalent

Tools

Excel/Sheets

Word/Docs

PowerPoint/Slides

Job description

DESCRIPTION

People changing the way brands connect with consumers — one experience at a time.

Delivering experiences rooted in emotion and inspiring people to become the voice of a brand has made Mosaic one of North America's fastest-growing sales and marketing agencies. We are a destination to tell stories and pave new paths to connect brands with consumers through experiential, retail, and digital interactions.

The Role

The Client Solutions Manager (CSM) leads a portfolio of concurrent client programs within Mosaic's New Business group as the senior day-to-day client lead for each engagement. This is a multi-program role, responsible for launching, running, growing, and, where appropriate, winding down multiple small- to mid-size programs simultaneously, each at a different stage of maturity. The role reports to the Director, Client Service — New Business.

The defining mandate is growth through conversion: turning temporary, seasonal, and pilot engagements into ongoing continuity programs, and scaling small programs into larger, dedicated ones. The CSM directly manages field leadership (Regional Managers and Field Operations Managers), owns each program's operational, financial, and client-relationship performance, and builds the playbooks and staffing models that let Mosaic spin programs up and down quickly and profitably.

RESPONSIBILITIES

Client Leadership

Serve as the senior day-to-day client lead across multiple concurrent programs, building trusted relationships from kickoff through renewal.
Run regular client meetings covering program status, new initiatives, and problem solving.
Translate client priorities into actionable field execution plans and hold the program accountable for delivery.
Act as first escalation point for program issues, driving solutions and keeping the Director engaged on anything affecting the client experience.

Program Growth & Continuity Conversion

Develop and present the growth case for converting temporary, seasonal, and pilot programs into ongoing continuity programs.
Identify and sell incremental growth within assigned programs (added headcount, markets, channels, services, or initiatives) and grow small programs into larger engagements.
Deliver the results, executive reporting, and ROI narratives that drive renewal and expansion decisions.
Support the Director on renewal strategy, SOW development, and commercial terms.

Portfolio Operations & Playbooks

Oversee execution across all portfolio programs, directly or through field leadership, against client expectations and contractual commitments.
Build and maintain reusable playbooks, SOPs, and process frameworks for rapid program spin-up and wind-down, driving speed and consistency across programs and account teams.
Manage program logistics, vendors, and internal shared services to keep delivery on scope and on schedule.
Collaborate across the Acosta Group agency network and with external vendors and partner agencies to deliver integrated client solutions.

Field Leadership & Labor Management

Manage field leaders (Regional Managers, Field Operations Managers), including hiring, development, performance management, and succession planning.
Lead field labor and staffing strategy across the portfolio to optimize coverage and revenue opportunity.
Design flexible staffing models (dedicated, shared, and flex) matched to each program's scale, seasonality, and maturity.
Develop and manage field performance tools (scorecards, dashboards, KPIs) that drive results and compliance.

Financial Management

Own the day-to-day operational and financial performance of each portfolio program, delivering program goals profitably.
Build, track, and manage program budgets; review client invoicing; manage labor investment against revenue.
Identify and recommend margin improvement opportunities across the portfolio.

Reporting & Insights

Track program KPIs and produce weekly and monthly client reporting that tells the story behind the numbers.
Develop executive summaries and insights reports for client and internal leadership.
Partner with shared services to build standard reporting frameworks (KPI structures, templates, and dashboards) that accelerate new program launches.

New Business Development Support

Consult on new business presentations, pricing, and program design for small- to mid-size opportunities (typically $2MM and under).
Contribute portfolio learnings, staffing models, and playbook frameworks to new business pursuits.
Other duties as assigned.

QUALIFICATIONS

5+ years of account management, client service, or program management experience in an agency, retail, field marketing, or outsourced sales environment.
Success managing multiple concurrent programs or clients with competing priorities.
P&L or program budget ownership, with a track record of delivering goals profitably.
People management experience, including field leadership or multi-market field teams.
Success growing client engagements (upsells, renewals, expansions, or pilot-to-ongoing conversions) strongly preferred.
Experience collaborating across sister agencies, partner agencies, and external vendors, and building processes or playbooks that others can execute.
Strong client communication skills with excellent verbal, written, and presentation abilities.
Superior organizational skills and follow-through; comfortable with ambiguity in fast-moving environments.
Proficiency in Excel/Sheets, Word/Docs, and PowerPoint/Slides.
Bachelor's degree in Business, Marketing, Communications, or equivalent experience preferred.
Must be available to work flexible hours, which may include evenings and/or weekends at times.