Client Success Officer

We're looking for a high-performing Client Success Officer with exceptional interpersonal and

strategic thinking skills to own and grow key client relationships. This role goes beyond service

deliveryit's about deeply understanding each client's business, proactively solving challenges,

and identifying opportunities to expand value. The ideal candidate thrives in a fast-paced

environment, communicates confidently with senior executives, and knows how to mobilize

internal teams to drive results.

You'll thrive in this role if you're someone who..

Is an exceptional communicatorclear, confident, and compelling in both verbal and

written interactions.

A strategic listener who asks the right questions and connects the dots.

Is highly organized and able to manage competing priorities without losing sight of the

big picture.

Navigates executive conversations with ease and translates operational complexity into

clear, client-facing insights.

Remains calm under pressure, focused on solutions, and energized by building long-term

client partnerships.

Key Focus Areas

Client Relationship Management

Client Growth & Retention

Staff Engagement & Retention

Client Engagement

Serve as the strategic advisor and day-to-day contact for key clients, building strong

relationships through proactive outreach, consultative discussions, and value-driven

recommendations.

Strong executive presence; comfortable engaging with Director, VP, and C-level contacts

in a consultative manner.

Exceptional written and verbal communication skills, with the ability to distill complex

issues clearly and professionally.

Relationship Management

Develop strong rapport across all levels of client organizationsfrom frontline managers

to executive stakeholdersadapting your communication style and recommendations

accordingly.

Stay closely attuned to client sentiment and resolve issues before they become

problems.

Document client interactions, feedback, and progress in CRM system

Retention and Growth

Actively explore client business goals and recommend relevant Outsourced services to

support their evolving needs, collaborating with internal teams to design solutions.

Identify pain points or business risks before they become issues, taking a proactive,

solutions-oriented approach to prevent churn and deepen trust.

Partner with the Sales team to identify and pursue strategic expansion opportunities

Staffing and Job Order Management

Manage client job orders and staffing requests using a ticketing system, ensuring

staffing needs are met in a timely and efficient manner.

Coordinate with the recruitment and HR teams to ensure qualified candidates are placed

in client roles based on job requirements.

Regularly review job orders, ticket status, and staffing fulfillment rates to ensure

high-quality service and operational efficiency.

Performance Management and KPI Development

Take full ownership of client successfrom onboarding to day-to-day operations to

business reviewsensuring every interaction reflects excellence, insight, and

accountability.

Lead regular performance discussions with clients and internal stakeholders, providing

feedback, coaching, and clear action plans to drive service excellence.

Collaborate with internal departments to ensure that all resources, tools, and strategies

are aligned to meet client objectives and KPIs.

Qualifications

Education: Bachelor's degree in Business, Management, or a related field.

Experience:

3+ years in client success, customer service, or account management roles, ideally

within staffing, BPO, or service delivery environments.

Proven track record managing client relationships, facilitating business reviews, and

driving account growth.

Skills:

Strong written and verbal communication skills with executive presence and a client-first

mindset.

Proven ability to manage multiple accounts, prioritize effectively, and meet deadlines

under pressure.

Comfort with financial reporting and performance metrics (CSAT, NPS, staffing KPIs).

Skilled in cross-functional collaboration across recruitment, HR, and operations.

Proficient in CRM tools, ticketing systems, and data analysis platforms (e.g., Excel).

Work Environment/ Schedule

Work in a mixed environment (hybrid set-up) office and home. (2 to 3x per week in Eastwood, QC)

Night Shift