Client Service Manager at RPS North America

Vancouver, British Columbia, Canada

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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

Client Management

Team Leadership

Service Delivery

Project Management

Operational Management

Stakeholder Engagement

Performance Metrics

KPI Reporting

Employee Mentoring

Policy Standardization

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