Own client relationships and help deliver stronger service.Strong client relationships depend on clear communication, an understanding of the operation and reliable follow-through. At SinglePoint, you'll bring these together to help clients achieve their service goals.
We're looking for either an experienced Business Process Outsourcing (BPO) or contact-centre account manager, or a contact-centre operations leader ready to move into a dedicated client-management role.
As Client Account Manager, you'll be the primary day-to-day contact for assigned BPO clients and the central point of coordination with our operational teams. You'll understand what clients need, help determine what delivery requires, and keep people aligned on priorities, decisions and next steps. Your focus will be existing client relationships and service delivery.
What makes this opportunity compelling- Bring your account-management expertise to a role with direct ownership of client relationships, or build on your operations leadership experience to move into client management.
- Work directly with client stakeholders and internal leaders on service performance, priorities and improvements.
- Stay connected to the operation through a hybrid arrangement with 1-2 days each week at our North York site.
What you'll own- Client relationships: Build trust through clear communication, sound judgment and reliable follow-through. Understand each client's objectives and keep them informed about performance, risks and progress.
- Requests and delivery coordination: Turn client requests into clear requirements, agreed priorities and realistic timelines. Coordinate with operations, workforce management, quality assurance, training and other support teams.
- Business reviews: Prepare and lead monthly and quarterly business reviews. Explain results, discuss performance drivers and recommend practical next steps.
- Performance improvement: Work with operational leaders to understand gaps against service-level agreements and key performance indicators. Coordinate improvement plans with clear actions, owners and measures of progress.
- Escalations: Bring the right people together to resolve issues, communicate realistic recovery plans and follow actions through to completion.
- Commitments and scope: Track decisions, deliverables and contractual obligations. Identify requests that change the agreed scope and coordinate the necessary review and approvals.
- Billing coordination: Partner with finance and operations to check billing against agreed services, answer client questions and resolve discrepancies.
- Client engagement: Attend onsite client meetings and business reviews as required, with flexibility to adjust your onsite schedule based on client needs.
What you bringA minimum of
5 years of experience in one or both of the following areas:
- BPO or contact-centre account management: Experience managing client relationships, coordinating service delivery, discussing performance and resolving escalations.
- Contact-centre operations leadership: Experience leading teams or programs, improving performance and working with clients or senior stakeholders, with an interest in moving into client management.
Whichever path you bring, you'll need:
- A practical understanding of how staffing, scheduling, workforce management, quality assurance, coaching and training affect service delivery.
- The ability to interpret performance data, work with operational teams to understand issues and explain findings clearly.
- Ability to communicate effectively with internal teams and client stakeholders at all levels, up to and including executives, and to lead meetings, navigate difficult conversations and set realistic expectations.
- Strong organization and follow-through, including the ability to influence teams and keep competing priorities moving.
- Comfort working with service agreements, reporting tools, CRM systems and Microsoft Office.
- Relevant postsecondary education or equivalent practical experience.
You may have developed your operational understanding through account management or operations leadership. Prior operations leadership is not required for experienced account managers.
What We Offer- Competitive base salary of $100,000-$150,000 CAD, depending on experience, plus potential variable compensation.
- Comprehensive employee benefits package.
- Career growth and professional development opportunities.
- A collaborative environment where your contributions and ideas matter.
- Opportunities to work alongside experienced leaders and contribute to meaningful client relationships and business outcomes.
