Client Solutions Manager

📋 Description

• Develop, implement, and maintain quoting processes, standards, guidelines, and procedures within the department effectively while ensuring they are continually updated.

• Ensure that objectives are well-defined, progress is monitored, and results are regularly evaluated.

• Oversee the quoting queue/backlog to achieve or surpass Service Level Objectives (SLOs).

• Responsible for scheduling, managing time and utilization of team members, ensuring that every hour contributes to profitability and that workflows and procedures are adhered to.

• Conduct proactive issue trending and data reporting to enhance key performance metrics.

• Carry out employee performance reviews, manage staffing levels, recruitment, and overall HR functions for your department. Foster a culture of continuous improvement through feedback, coaching, and employee development.

• Communicate constructively with all stakeholders to meet or exceed client expectations.

• Review and manage the backlog of client quote requests to guarantee that services are scheduled and prioritized appropriately.

• Provide prompt responses and guidance to client quote requests, directly if necessary or through your team.

• Follow up with clients to confirm final resolutions and assess satisfaction levels.

• Serve as an escalation point for critical client issues, managing and communicating with clients while collaborating across all departments.

• Assist Strategic Advisors and Client Relationship Managers with unique or atypical quoting requests.

• Continuously monitor market trends to identify standard models.

• Regularly assess margins to ensure targets are being achieved.

• Oversee the company’s quoting and proposal templates.

⛳️ Requirements

• A minimum of 5 years of relevant technical experience is required.

• At least 5 years of relevant management or leadership experience is required.

• Experience in IT hardware and software sales.

• Proficient knowledge of domain and SSL management.

• Experience in IT service delivery and client expectation management.

• Familiarity with ITIL standards and experience managing Microsoft licensing.

• Knowledge of ConnectWise Manage and ConnectWise Sell.

• Ability to present information to senior management clearly and concisely.

• Strong interpersonal and communication skills, capable of building effective working relationships.

• Experience in business analysis, profit and loss responsibility, and a solid understanding of financial concepts.

• Exceptional client service skills, with the ability to establish and nurture trust relationships with clients and colleagues while remaining composed in high-pressure situations.

🏝️ Benefits

• - **Well-being & Support** - Our commitment to our team extends beyond the workday. We provide a variety of benefits to support your overall well-being, ranging from mental health and leave assistance through our Employee and Family Assistance Program, to financial wellness with company-matched 401(k)/RRSP plans. Whether addressing today’s needs or planning for tomorrow’s aspirations, we’ve got you covered.

• - **Grow with Us** – Whether you are just starting out or looking to advance, we are dedicated to investing in your growth. We provide structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to facilitate internal mobility.

• - **People-First Culture** – We embody our values, support one another, and create an inclusive environment where everyone feels they belong. We share a common goal of doing meaningful work, with autonomy, acknowledgment, and a mission to serve those who serve.

• - **Transparent Leadership** – With open communication and clear company objectives, our leaders are engaged, and our managers are dedicated to supporting your growth at every stage.