Manager, Client Services

About Felix

Felix is a North American-based talent and organizational advisor with over 30 years of successful client engagements. Felix offers a partnership with a team of thought leaders who deliver integrated solutions specializing in talent and business transformation. Our tailoredsolutions include recruiting top talent, leadership and executivedevelopment, supporting career growth and transition, and top-tier organizational consulting to tackle critical business challenge sand drive transformation.

Felix works withnumerousorganizations of global reach in a variety of verticals, including financial services, healthcare, industrial/manufacturing, technology, professional services and more. Felix is headquartered in Chicago, with a Canadian headquarters in Toronto.

Based out of our downtown Toronto office, the Manager, Client Services has the responsibility of leading the coordination, delivery, and ongoing management of key activities and projects supporting the Career Transitionline of business. This includes but is not limited to performing a wide range of responsibilities: customer requests, alignment of resources, project planning, management and execution, relationship management with multiple stakeholders, development of presentations and collaterals, sales support, and administrative tasks.

As part of the Client Services Team, the Manager, Client Services proactively and efficiently contributes to the effectiveness of the team in other tasks and responsibilities as assignedor self-initiated.

• Leads the delivery of services, per customer account, through the coordination of activities and communication with multiple stakeholders (corporate customers, participants, coaches, and internal team).
• Works closely with corporate customers as well as internal team (Managing Director, sales leaders, delivery coaches/consultants) to coordinate, manage and track all programs/service delivery.
• Leads and/or assists with a wide range of customer-facing proposals, reports, letters and presentations (PowerPoint/Excel) in standard or customized formats as required, ensuring they are recorded accurately on SharePoint for retrieval.
• Acts as a key point of contact for program participants for inquiries, system access, troubleshooting and feedback.
• Acts as the main point of contact for Career coaches for assignments, updates, feedback, issue resolution, and guidance. Ensures coaches’ notes are documented in the appropriate system (monitoring and follow up).
• Leads onboarding activities for all new coaches/consultants within the Career Transition area to ensure they are properly trained on delivery process and system requirements.
• Has in-depth knowledge of the appropriate uses, capabilities and application (what, why, how, best practice) of available Felix services, tools and products (emphasis on Career Transition).

• Tracks and monitors program activations, updates, and completions on a weekly basis to ensure system data is accurate for reporting and accounting purposes.
• Tracks and monitors program/project-related expenses for appropriate approval (billing back to the customer as applicable).
• Contributes to the accurate maintenance of information within all systems (Microsoft SharePoint, LMS, Salesforce, Sage Intacct, etc.).
• Maintains/updates learning management system, intranet portal, or online participant community as applicable. Ie.Felix Edge.
• Distributes, collects, records, and monitors participant and/or customer feedback surveys.
• Creates data reports based on service delivery (customer reports, data usage, project metrics, etc.) which may include year-in-review materials for internal or marketing use.

• Responds to customer/client service requests with accuracy, quality and expediency.
• Maintains effective and outstanding interpersonal relations with corporate customers, clients and internal consultants and coaches.
• Supports preparation of monthly/quarterly corporate customer reporting and following up with delivery consultants and coaches as needed.

• A self-starter who takes initiative, anticipates needs, and looks for opportunities to add value and improve/excel our business.
• Strong relationship management skills and customer service orientation in collaborating, servicing, and communicating with multiple stakeholders (both internal and external), responding with quality, efficiency and accuracy.
• Excels at teamwork and a collaborative style of working, while able to work independently in an efficient manner.
• Able to work in a fast-paced environment and exhibit a flexible mindset, shifting priorities as required.
• Highly developed organizational, time management and documentation skills with a strong attention to detail.
• Efficiency in using Microsoft based applications, specifically MS PowerPoint, MS Word and MS Excel.
• Excellent written and verbal…