Client Service Manager at RPS North America

Vancouver, British Columbia, Canada

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional ServicesIndustries

Requirements

Ability to manage daily operations across multiple sites or projects for smooth and efficient service delivery
Skills in client management, including acting as primary point of contact, managing expectations, and maintaining high customer satisfaction
Experience in team leadership, including managing, mentoring, and developing professionals to ensure peak performance and employee satisfaction
Capability to oversee projects, implement special initiatives, standardize policies, and drive operational improvements
Proficiency in collaboration with internal teams (e.g., HR, training, tech) and external stakeholders (e.g., client executives, vendors)
Competence in reporting operational metrics, KPIs (CSI, ESI, SLAs), and project progress in monthly/quarterly reviews

Responsibilities

Ensure daily operations are smooth and efficient across multiple sites or projects (Service Delivery)
Act as primary point of contact for clients, manage expectations, and maintain high levels of customer satisfaction (Client Management)
Manage, mentor, and develop a team of professionals to ensure peak performance and employee satisfaction (Team Leadership)
Implement and oversee special projects, standardize policies, and drive operational improvements (Project Oversight)
Collaborate internally with HR, training, tech teams, managerial staff, and vendor partners
Engage regularly with client representatives, including C-level executives, to discuss needs, project progress, and strategic direction
Meet or exceed KPIs including Client Satisfaction Index (CSI), Employee Satisfaction Index (ESI), operational metrics (SLAs, efficiency, cost), and project success within timelines/budgets
Report metrics in monthly/quarterly reviews and participate in performance evaluations accountable to Region Manager

Skills

Key technologies and capabilities for this role

Client ManagementTeam LeadershipService DeliveryProject ManagementOperational ManagementStakeholder EngagementPerformance MetricsKPI ReportingEmployee MentoringPolicy Standardization

Questions & Answers

Common questions about this position

What is the pay range for the Client Service Manager position?

The pay range is $75,000 - $80,000 CAD.

Is this a remote position or does it require on-site work?

This information is not specified in the job description.

What are the key responsibilities or skills needed for this role?

The role requires skills in service delivery for smooth operations, client management as the primary contact, team leadership including mentoring, and project oversight for improvements.

What is the company culture like at RPS North America or SPS?

The culture promotes learning and development, recognizes talent through various programs, and emphasizes a positive work environment with high employee satisfaction and low turnover.

What benefits are offered for this position?

Benefit offerings include medical coverage.

RPS North America

Global consulting firm for diverse sectors

About RPS North America

RPS North America provides consulting and advisory services across various sectors, including property, energy, transport, defense, government services, and water resources. The company helps clients, which range from large corporations to non-profits, navigate complex challenges and achieve regulatory compliance through a wide array of services. These services include management consulting, environmental consulting, project management, and digital solutions, among others. RPS North America stands out from its competitors by leveraging its deep expertise and global presence to deliver tailored solutions that meet specific client needs. The company's goal is to drive sustainable growth and address critical issues such as infrastructure development and risk management, ensuring a consistent demand for its high-value services.

Delft, NetherlandsHeadquarters

1970Year Founded

$31.5KTotal Funding

ACQUISITIONCompany Stage

Consulting, Energy, Enterprise SoftwareIndustries

5,001-10,000Employees

Risks

Increased competition from AECOM with new regional director.

Acquisition by Tetra Tech may impact client relationships.

Internal competition from NEO Material Development Kit could cause brand confusion.

Differentiation

RPS Group offers a wide range of consulting and advisory services.

The company has a strong focus on sustainability and environmental consulting.

RPS leverages its global presence and multidisciplinary teams for tailored solutions.

Upsides

Increased demand for environmental consulting due to global sustainability focus.

Growing interest in digital transformation aligns with RPS's expertise.

Expansion of green finance offers new project opportunities for RPS.

Land your dream remote job 3x faster with AI

Try Jobo Free