About UsFoundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021Gold Stevie Award Winner for Great Employers in 2024 and 2022We foster an exciting culture of creativity, connection, and commitmentRead more about our culture: Foundever® Stories.Job Summary:The Manager Client Relations is the primary day-to-day service delivery point of contact for the client. This role oversees and manages all ASG Healthcare client initiatives, ensuring projects, updates, and changes are implemented on time, within budget, and in alignment with client contracts to drive satisfaction and retention. Ensures reporting, incoming requests, and escalated issues are handled efficiently and in compliance with contractual obligations and applicable legislation. The Manager Client Relations understand the customer thoroughly, their strategy, their organization, company culture, pain points and needs and proactively offers win solutions to address and exceed the needs of the client. Focus is on nurturing and growing existing client relationships, emphasizing client retention and satisfaction.Establishes and monitors billing processes to ensure accurate allocations during onboarding while maintaining operational excellence across all service areas.Retains and manages existing accounts to meet target margins.Summary of Responsibilities:Understanding client and customer requirements and expectations through review of contracts, letters of intent, and program launch documentation.Conducting ongoing prompt communications with clients to build relationships, update project status, and maintain client education.Building relationships with clients by socializing with clients outside of the work environment on a quarterly basis, or as client events require and being sensitive to client’s personal interests.Identifying, recommending, implementing and evaluating through competitive research, project management principles, cross functional teams, cost control initiatives, process redesign and/or dispute resolution, improvements to service delivery, quality of service and operational effectiveness as well as the development of new products or services.Monitoring and reporting of program progress towards service standards as agreed in Service Agreements and Statements of Work and pursuing appropriate follow-up upon identification of performance issues.Monitoring year-to-date variances to the budget for revenues (ensuring that all services are billed for) and expenses explaining reasons for significant variances to the Director Operations by the 15th day of each monthDemonstrates sound fiscal management in achieving profitability goals.Achieving performance metric results in accordance with client contract requirements by reviewing specific operational performance data; recommending and/or implementing improvements in process or performance based on gaps identified to improve the client/customer experience and service delivery efficiencies.Maintaining a high level of Client and industry understanding to assist Director Operations in meeting Client objectives and identifying new business and partnering opportunitiesConducting meetings with Directors and operations for launches, protocol, and process changes as required.Assessing, documenting and creating new or modifying existing program requirements based on the SOW or change requests and developing CRM workflows based on approved client documentationMonitors status of all open system job requests and defects; working with stakeholders to update order of priority as required and ensure completion of all outstanding orders.Performing at minimum one detailed line of business client reconciliation per year.Identifying process improvement projects; defining project scope, goals and key deliverables that support business requirements in collaboration with senior management and the Specialist Operations team.Analyzing data and recommending process and/or protocol improvements to the Director of Operations required due to corporate client feedback/complaints, developments arising from Client Satisfaction Surveys or failure to meet service level standards.Adhere to all ethics, compliance, and information security policies.Safeguard company assets, systems, and confidential information per company policy.Promptly report any suspected ethics violations, security incidents, or data breaches in line with company policy.Handle personal, client, and business data in compliance with contracts, internal policies, and legal requirements.Perform additional duties assigned by leadership.Position QualificationsFluent in both verbal and written French and English, demonstrating strong bilingual communication skills for effective interaction in diverse environments.Proficient in Microsoft Office Suite with advanced-level expertise, recognized as an asset for enhancing productivity and efficiency.P&L Oversight – ensuring financial targets and profitability goals are met using key performance indicators to assess financial performance and operational efficiencyEffective Communication & Conflict Resolution – Strong verbal and written communication skills with the ability to convey information clearly, handle escalations, and resolve issues with professionalism.Operational Efficiency & Problem-Solving – Strong ability to optimize workflows, manage escalations, and implement process improvements to enhance productivity and response times.Healthcare experience would be considered an assetAbility to travel up to 50% of the timeWork Experience & Education:3-5 Years’ experience in Account ManagementAssistance Center experience would be considered an assetHealthcare experience would be considered an assetDiploma/Bachelor's in Business Administration or Bachelor's in Management and Organizational StudiesProject Management certification considered an assetSalary RangeThe base pay range for this position is up to CAD 67,925 per year ; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.Pre-employment Requirements:Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.
