Senior Manager, Client Service

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

Benefits offered by this job

Comprehensive healthcare

Vacation and PTO

Collaborative work environment

Job summary

Octacom is seeking a Senior Manager, Client Services to own enterprise client relationships and shape how service is delivered. You will manage a portfolio of strategic accounts, take accountability for commercial outcomes, and oversee onboarding through renewal.

This onsite role is based in Richmond Hill with an option to work remotely for 1 day per week after a successful probation. Occasional travel to client sites may be required.

Qualifications

• 5+ years in a client-facing account management role
• 2+ years managing enterprise accounts
• Experience in a B2B IT or document/data management environment is an asset
• Strong project management skills with cross-functional mobilization
• Excellent written and verbal communication with attention to detail

Responsibilities

• Own a portfolio of enterprise client accounts and be the primary contact for implementations, renewals, pricing updates, and service changes
• Lead complex client escalations and drive resolutions while identifying risks
• Manage client onboarding, scoping, go-live, and coordination with Production and IT
• Track commitments, delivery performance, renewal status, and escalating issues
• Own internal processes and service standards for assigned accounts
• Drive consistent service delivery by standardizing account processes and communications

Skills

Client relationship management

Project management

Communication skills

Cross-functional collaboration

MS Office

Education

Bachelor’s degree in Business/Communications

Tools

MS Office Suite

Job description

Octacom, a division of DCM, is an enterprise software and services company focused on document and data management solutions. Octacom specializes in document management and workflow automation software, as well as document imaging and data capture services. Octacom’s core solutions focus on large scale digitization and financial process automation, enabling large enterprise clients across a wide range of industries to streamline and optimize their Accounts Payable and Accounts Receivable processes.

The Role

As a Senior Manager, Client Services, you will take ownership of key enterprise relationships and help shape how client service is delivered. You’ll be the single point of accountability for a portfolio of strategic client relationships, owning commercial outcomes, service quality and delivery from onboarding through renewal. You will lead complex implementations and change initiatives, and direct Production and IT to deliver against client commitments.

This is an onsite role working Monday to Friday in our Richmond Hill office. There will be an option to work remotely for 1 day per week after a successful probation period. Occasional travel to client sites may be required on an as needed basis.

Key Responsibilities

• Own a portfolio of enterprise client accounts, serving as the primary point of contact across implementations, change requests, business reviews (monthly/quarterly), 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 and relationship management
• Act as the primary project manager for client onboarding, new project implementations, and change requests from scoping through go-live, owning level-of-effort estimates, project documentation (SLA, SOW, Business Rules, and Project Plans), client communication cadence, and coordination of Production and IT teams to ensure timely, on-budget delivery
• Track client commitments, delivery performance, renewal/pricing status, and emerging risks for your portfolio, providing clear updates to management regularly and escalating issues proactively
• Own the internal processes and service standards for assigned accounts, ensuring consistent client communication, seamless service delivery, and a high-quality client experience
• Drive consistent service delivery by owning account processes, standards, and communication across internal teams.
• Set documentation standards for QA implementations and process/application rollouts, ensuring clear communication with internal and external stakeholders throughout

Skills & Experiences

• Bachelor’s degree in Business, Communications, or related field with 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 the ability to influence and mobilize cross-functional teams without direct authority and exercise organizational and time management abilities
• Excellent written and verbal communication skills, with high attention to detail and problem-solving skills
• Proactive and accountable with continuous improvement mindset, focusing on positive client experience
• Proficient in Microsoft Office Suite

What we offer

• Comprehensive healthcare, dental, and vision coverage for you and family starting on first day of work
• 3 weeks of vacation annually
• Collaborative and supportive work environment where your ideas are valued and your impact is visible

Compensation

$75,000 - $85,000 CAD per year

The compensation range listed reflects the expected compensation for the role. Actual compensation will be determined based on individual skills and experience.

Octacom, a division of DCM, is committed to equal employment opportunity, employs and does not discriminate against all qualified persons without regard to race, colour, religion, national origin, sex, age, disability, or any other classification protected by applicable federal and provincial laws. Should you require any accommodation throughout the recruitment and selection process, please get in touch with us through the form at the bottom of the page (https://www.datacm.com/about-us/lifedcm/), so that we can ensure your equal participation.