Project Manager

Job summary

Own the profit and loss, growth, and gross margin for assigned clients while leading customer relationship operations, retention, and client satisfaction. Manage and develop the customer relationship team, conduct account reviews, build senior-level client relationships, and oversee governance and strategic road mapping.

Job details

This is a 3-6 month contract located in Toronto, Ont (Remote) Job Summary The Program Manager will own multiple clients and will be directly accountable for Profit and Loss and Growth of the customers. This individual will also build, manage, and develop a high performing team of technical support specialists. The ideal candidate will possess strong problem solving capabilities to include using various methods to help identify the opportunity for growth while focusing on operational efficiency. Duties and Responsibilities Own the overall Profit & Loss (revenue through Margin), growth, and Gross Margin Dollars for assigned clients. Direct the operations of customer relationship function for assigned accounts, focusing on providing customers with support, guidance, and knowledge resources to boost renewals and strive for zero churn. Develop strategies and processes to deliver a consistent client experience from onboarding through all phases of the customer lifecycle while promoting retention; Client Satisfaction to be measured via Net Promoter Score (NPS) and operational Customer Satisfaction measures (CSAT). Responsible for overall governance to include: Monthly Business Review Strategic: innovative road mapping Manage a team of Customer Relationship team members to include providing leadership, addressing discipline issues, hiring and terminations, administrative duties, and training for continuous improvement. Conduct monthly account reviews with each client while identifying blind spots that may exist and opportunities to improve relationships and overall approach to account plans. Build trusted relationships with senior leaders on assigned accounts and act as an escalation point as need for the customer and the internal support team. Collaborate with other teams as needed to align customer brand, values, position, and opportunities with the clients value proposition. Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company. Basic Qualifications Bachelor’s Degree in Business Management, Computer Science, or related field. 10-12 years of related experience Prior management experience with strong leadership skills Excellent delivery skills in related IT/Product categories Strong strategic and tactical account management skills Effective communicator with strong attention to detail Ability to work independently as well as in a team environment Preferred Qualifications Experience in sales accounts in related IT/Product categories

What you’ll do

Own the profit and loss, growth, and gross margin for assigned clients while leading customer relationship operations, retention, and client satisfaction. Manage and develop the customer relationship team, conduct account reviews, build senior-level client relationships, and oversee governance and strategic road mapping.

Requirements

Requires a bachelor’s degree in Business Management, Computer Science, or a related field, along with 10–12 years of related experience and prior management experience. Candidates should bring strong leadership, IT/product delivery, strategic and tactical account management, communication, attention to detail, and the ability to work independently and collaboratively.

Listed skills

• Account Management · Preferred
• Team Leadership · Preferred
• Operational Efficiency · Preferred
• Problem solving · Preferred
• Stakeholder Management · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Profit And Loss Management
• Account Management
• Strategic Planning
• Tactical Planning
• Customer Relationship Management
• Team Leadership
• People Management
• Client Retention
• Customer Satisfaction
• Net Promoter Score
• Operational Efficiency
• Problem Solving
• Stakeholder Management
• IT Product Delivery
• Communication
• Growth Strategy

Job areas

• Management & Leadership
• Customer Service & Support
• Sales
• Technology

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