Job Description

Reports to:

Chief Strategy and Innovation Officer

Job Responsibilities:

Serve as the main liaison for assigned client accounts, building strong, long-term relationships based on trust, responsiveness, and results Proactively engage clients to understand their evolving needs, goals, and challenges Lead regular client in person meetings, check-ins, reviews, and follow-ups to ensure satisfaction and alignment Manage all aspects of assigned client accounts, ensuring accurate service delivery and consistent communication Respond promptly and professionally to client inquiries, concerns, and requests Ensure client issues are addressed efficiently, with clear ownership and follow-through Collaborate closely with internal teams (operations, administration, service delivery, leadership) to identify, investigate, and resolve client issues Translate client needs into clear internal action items and ensure accountability across teams Monitor service performance and escalate risks or concerns as needed Identify opportunities to strengthen relationships through improved service, process enhancements, and value-added support Support contract renewals, service expansions, and onboarding of new services as appropriate Actively contribute to client retention strategies and continuous improvement initiatives Maintain accurate client records, communication notes, and account documentation Track issues, resolutions, and trends to support proactive problem-solving Provide reporting and insights to leadership on client health, risks, and opportunities

Requirements:

Bilingual in French Bachelor's degree in related field. (Master's degree would be considered an asset). Minimum of 3-5 years of experience in client account management, customer success, or related role, within disability benefits management. Strong understanding of disability benefits management and the ability to communicate complex concepts clearly to clients. Excellent relationship-building skills, with a proactive approach to client engagement and problem-solving. Strong organizational and communication skills, with the ability to manage multiple client accounts effectively. Self-motivated and detail-oriented, with a commitment to delivering exceptional client experiences. Proficiency in CRM software and client management tools is an asset.

Travel may be required; candidates should have means of transportation suitable to their needs

Job Type: Full-time

Pay: $80,000.00-$90,000.00 per year

Work Location: Hybrid remote in Toronto, ON M5V 1H6