Enterprise Client Success Lead (Hybrid)

Octacom; Richmond Hill; Hybrid; CAD 75,000 - 85,000; Full time

Benefits offered by this job

Healthcare benefits

3 weeks vacation

Collaborative work environment

Job summary

Octacom, a division of DCM, seeks a Senior Manager, Client Services to own enterprise relationships and shape service delivery from onboarding through renewal. You’ll lead complex implementations and coordinate Production and IT to deliver against client commitments.

This onsite role is based in Richmond Hill with the option to work remotely one day per week after probation, and occasional travel to client sites as needed. Strong PM, communication, and Office skills are required.

Qualifications

• Bachelor's degree in Business, Communications, or related field.
• 5+ years of experience in a client-facing account management role, including 2+ years managing enterprise accounts.
• Experience in a B2B IT or document/data management environment is an asset.
• Strong project management skills with ability to influence and mobilize cross-functional teams.
• Excellent written and verbal communication skills with high attention to detail.
• Proactive and accountable with continuous improvement mindset.

Responsibilities

• Own a portfolio of enterprise client accounts, serving as the primary point of contact across implementations, change requests, business reviews, contract renewals, pricing updates, and service changes.
• Lead complex client escalations for your portfolio, driving efficient and effective resolutions of complex support issues, while proactively identifying risks through regular client check-ins.
• Act as the primary project manager for client onboarding, new project implementations, and change requests from scoping through go-live, owning estimates and project plans.
• Track client commitments, delivery performance, renewal/pricing status, and emerging risks, providing updates to management and escalating issues as needed.
• Own internal processes and service standards for assigned accounts, ensuring consistent communication and high-quality client experience.
• Drive consistent service delivery by owning account processes, standards, and cross-team communication.
• Set documentation standards for QA implementations and process rollouts, ensuring clear communication with stakeholders.

Skills

Client relationship management

Project management

Communication skills

Time management

MS Office proficiency

Education

Bachelor's degree in Business/Communications or related field

Tools

Microsoft Office Suite

Job description

Octacom, a division of DCM, seeks a Senior Manager, Client Services to own enterprise relationships and shape service delivery from onboarding through renewal. You’ll lead complex implementations and coordinate Production and IT to deliver against client commitments.

This onsite role is based in Richmond Hill with the option to work remotely one day per week after probation, and occasional travel to client sites as needed. Strong PM, communication, and Office skills are required.