Job Description

Relationship Builder. Results Driven. Problem Solver. Does this sound like you? My client, a leading business consulting and project management firm partners with immigration professionals to help prospective immigrants navigate Canada\'s intricate business immigration programs. They offer a luxury/custom tailored service package guiding their clients through the intricacies of the startup visa program and helping them secure work permits or permanent residence in Canada. Their mission is to make the transition to living in Canada as seamless and as comfortable as possible.

As a Client Success Manager (CSM) - Immigration who will play a critical role in the organization, by fostering healthy relationships with our clients, ensuring they understand and fulfill their responsibilities, and assisting them in maximizing the potential of their startup initiatives. The CSM is responsible for managing client expectations (B2C) , promoting active participation, and mitigating any issues that arise from a lack of understanding or adherence to our agreements.

The ideal candidate will be a problem solver, a team player, and above all, a client advocate. You will be proactive in your approach to client management, ensuring that issues are addressed before they escalate, and clients are fully engaged and satisfied with the services provided.

What will you do:

• Client Relationship Management (B2C): Develop a trusting relationship with our client base, promoting open communication and fostering a collaborative working environment.
• Client Education and Onboarding: Ensure that all clients fully understand the terms of our agreements, their obligations, and the benefits of adhering to the established guidelines. Develop and implement an effective onboarding program that sets clients up for success from the start.
• Client Accountability: Consistently remind clients of their responsibilities and roles within their startup, encouraging them to take ownership of their tasks and responsibilities.
• Conflict Resolution: Promptly address and mediate any concerns or issues that arise from misunderstandings or a lack of adherence to the agreed-upon responsibilities. Act as the main point of contact for all client-related complaints, implementing solutions that promote client satisfaction while upholding our company\'s values and agreements.
• Training & Documentation: Establish a structured training program for clients that outlines their roles and responsibilities clearly. Develop systems for tracking and documenting client progress, encouraging clients to do the same in their work.
• Performance Evaluation: Regularly assess client performance, providing constructive feedback and creating improvement plans where necessary.
• Team Collaboration: Work closely with the internal team, keeping them informed of client progress and any issues that may arise, ensuring that the company provides the best possible service.

• Bachelor\'s degree in business administration, communications, or a related field.
• Minimum of 5 years of experience in a B2C customer success, account management, or client-facing role.
• Working in a startup company, would be a strong asset.
• Comfortable in challenging the status quo.
• Strong communication and interpersonal skills.
• Proven track record of managing client expectations and handling conflicts.
• Proficient in creating and implementing onboarding and training programs.
• Ability to work autonomously and as part of a team.
• Highly organized with a strong attention to detail.
• Proficient in the use of project management tools and CRM software.
• Knowledge of the startup ecosystem and the specific challenges faced by startups is an advantage.
• Strong analytical, critical thinking, and problem-solving skills.

KOB Solutions