Dedicated Support Manager

360.Agency Inc.; Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading marketing solutions firm seeks a Dedicated Support Manager in Montreal to supervise Account Managers and enhance client satisfaction. The role involves developing strategies for Key Account management, monitoring client satisfaction metrics, and leading team training initiatives. Candidates should be bilingual in English and French with a minimum of 3 years in team management. Strong leadership and analytical skills are essential along with a commitment to client satisfaction.

Qualifications

• Minimum of 3 years of experience in team management.
• Excellent command of spoken and written English and French.
• Strong leadership and team management abilities.

Responsibilities

• Lead and motivate the Account Manager and Business Partner teams.
• Develop and implement strategies to optimize Key Account management.
• Act as the primary point of escalation for clients.
• Monitor and analyze client satisfaction metrics.
• Collaborate with other departments for smooth support ticket execution.
• Prepare regular reports on client relationships and team performance.
• Ensure continuous training for Account Managers.
• Manage planning and preparation of client meetings.
• Design and implement continuous improvement initiatives.

Skills

Bilingual (English and French)

Client orientation

Leadership skills

Analytical skills

Strong interpersonal skills

Organizational skills

Tools

Jira

Job description

Do you dream of a career where your expertise will have a concrete impact within an innovative, fast-growing company?

Join the 360.Agency team! We are experts in creating web and marketing solutions designed for Canadian automotive dealerships.

As a Dedicated Support Manager, you will be responsible for supervising Account Managers and ensuring the satisfaction and retention of clients in our Key Accounts and VIP Accounts programs, as well as our various business partners.

You will work closely with internal teams to deliver exceptional service and strengthen our position as a trusted partner to our clients, all while overseeing the full scope of support activities related to these strategic programs.

Are you bilingual, do you possess a strong sense of client relations, and do you love leading teams toward excellence? Do you aspire to contribute to the strategic performance and satisfaction of major clients? This role is for you!

• Team Supervision: Lead and motivate the Account Manager and Business Partner teams, while supervising the Team Lead to ensure performance targets are met and strong client relationships are maintained.
• Account Strategy: Develop, implement, and support strategies to optimize Key Account management, minimizing the risk of client disengagement (churn).
• Client Relations: Act as the primary point of escalation for clients, ensuring their needs are understood and that proposed solutions meet their expectations.
• Client Satisfaction: Monitor and analyze client satisfaction metrics, taking proactive measures to resolve potential issues and improve the customer experience.
• Cross-Functional Coordination: Collaborate with other departments to ensure the smooth execution of support tickets and consistent customer service.
• Reporting: Prepare regular reports on the status of client relationships and team performance for presentation to management.
• Training & Development: Ensure continuous training for Account Managers to equip them with the necessary skills to excel in their roles.
• Client Presentations: Manage the planning, preparation, and execution of client meetings for all “Key Account” and “VIP Account” program clients.
• Continuous Improvement: Design and implement continuous improvement initiatives to optimize team practices and performance.
• Experience: Minimum of 3 years of experience in team management.
• Communication: Excellent command of spoken and written English and French.
• Client Orientation: Commitment to client satisfaction, excellent interpersonal skills, and the ability to effectively facilitate meetings to strengthen relationships and drive continuous improvement.
• Leadership Skills: Strong leadership and team management abilities.
• Analytical Skills: Ability to analyze data and use the results to improve team performance.
• Organization: Strong organizational skills and the ability to work under client pressure.
• Tools: Knowledge of Jira (an asset).

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