Lead, Client Services - Bilingual (Hybrid)

Broadridge Output Solutions; Toronto, Montreal , Quebec, Vancouver; Hybrid; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, life and vision保险

RRSP with company match

Paid parental leave

Competitive vacation days

Job summary

Broadridge seeks a bilingual Enterprise Customer Success professional to serve as the primary liaison for major Canadian clients. You will build trusted relationships, understand client needs, and coordinate timely resolutions while driving product adoption and successful implementations.

You will collaborate with internal teams, conduct periodic reviews, manage SLAs, and help scale usage through demonstrations, automation, and ongoing service improvements.

Qualifications

• Bilingual English and French required with strong written and verbal communication.
• Experience building client relationships and acting as a trusted advisor.
• Knowledge of financial services technology and products.
• Understanding Canadian taxation and tax slips is a plus.
• Ability to manage multiple priorities with detail orientation and analytical skills.

Responsibilities

• Serve as primary contact for large financial services clients and maintain satisfaction.
• Coordinate with internal teams to address inquiries promptly and completely.
• Conduct periodic business reviews to align goals and success measures.
• Build product knowledge with clients and demonstrate best practices.
• Lead demonstrations to increase awareness of tools and adoption; support product improvements.

Skills

Bilingual French & English

Client relationship management

Analytical rigor

Communication skills

Time management

Education

Bachelor's degree or equivalent

Canadian Securities Course

Tools

Microsoft Office Suite

Agentic AI

Job description

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

(T his opportunity is open to candidates based in Quebec, Toronto, Vancouver, or Alberta.)

As a key connection between our organization and large bank and brokerage clients in Toronto and Montreal, you will build trusted relationships, understand client needs, and coordinate timely resolution of questions and issues. You will work across internal teams to support client satisfaction, product adoption, successful implementations, and ongoing service improvement.

Key Responsibilities

• Serve as a primary point of contact for our large financial services clients, maintaining regular communication and ensuring client satisfaction.
• Work closely with internal teams to ensure client inquiries are addressed in a timely manner and with completeness.
• Conduct periodic business reviews to assess client satisfaction and align on goals, strategies, and success measures.
• Ensure understanding of clients business needs and goals for alignment.
• Client focal point for problem management, change management and client requests for services.
• Work closely with clients to build product knowledge, demonstrate best practices, increase feature adoption, and support retention.
• Reporting of contracted Service Level Agreements and incident updates.
• Partner with Product and Delivery teams to coordinate successful project implementations/changes.
• Guide clients through releases and changes.
• Lead group demonstrations that increase client awareness and understanding of our tools and offerings.
• Support Enterprise Customer Success Partners with day-to-day activities, including troubleshooting, remediation, research, reporting, and other requests.
• Analyze product usage data, identify trends, and share actionable insights that will help internal teams and clients.
• Identify opportunities to expand product usage in ways that align with client needs and business objectives.
• Represent the client's perspective internally, help improve the product experience, and communicate updates effectively.
• Respond to client questions and issues in a timely manner, partnering with Support and technical teams as needed.
• Report customer success milestones and achievements to internal stakeholders.
• Find creative ways to improve processes/communication
• Actively seek ways for automation of current processes to improve responsiveness including the use of Agentic AI

Experience

• At least 5 years of bilingual (French and English) experience in a customer-facing role focused on customer service
• Experience building client relationships and acting as a business partner and trusted advisor.
• Experience with financial services technology and products.
• High level understanding of Canadian taxation and various tax slips
• Work efficiently in a multi-tasking environment where high attention to detail is required.
• Strong written and verbal communication in French and English, time management, and client relationship skills.
• Ability to manage multiple priorities, solve problems, and work with strong attention to detail and analytical rigor.

Education

• Canadian Securities Course
• Bachelor's degree or equivalent
• Microsoft Office Suite
• Agentic AI

Availability

• This role requires availability to work after hours and on weekends, and to participate in on-call coverage for major incidents and project implementations.

Compensation

Salary Range: $80,000 - $110,000 CAD. Compensation may vary depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Bonus Eligible Position

Benefits

Medical, dental, life and vision insurance. RRSP program with company match, paid parental leave, competitive vacation days and more. Medical insurance starts immediately upon hire.

This posting is for an existing and currently open position within Broadridge.

Background Check Process

• Employment verification
• Education verification
• Credit inquiry
• Canadian criminal record check

Workplace Flexibility

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible. At this time this is a hybrid role, and therefore you should have