Manager, Client Services (Truro)

Position Description Title:                                      Manager, Client Services Location:                              Truro, Nova Scotia Department:                          Sales Immediate Supervisor:        VP Customer Experience and Product Management Status:                                   Exempt Salaried      Position Purpose:                 The primary mission of this individual is to manage, lead, and oversee the daily operations of the client services team, ensuring excellent customer experience and efficient sales execution processes.  This person must have the ability to develop and implement strategies to enhance customer satisfaction, retention, and revenue growth.           Principle Accountabilities Lead, mentor, and develop a team of customer service professionals, providing ongoing training and performance coaching Manage complex customer inquiries and resolve escalated issues with professionalism and urgency Establish and monitor team performance metrics; analyze data and produce reports to identify trends and improvement opportunities Partner closely with Sales and Marketing to align customer service initiatives with sales goals and promotional activities Build and maintain strong relationships with key clients, ensuring their needs are consistently met and exceeded Develop, document, and refine service protocols, procedures, and best practices to enhance efficiency and service quality Maintain and update the customer service training manual Implement and optimize CRM and related technologies to streamline customer service and sales workflows Lead the annual customer survey process, including analysis, recommendations, and cross‑functional action planning to improve customer satisfaction and Net Promoter Score Facilitate regular team meetings to communicate priorities, share updates, and strengthen collaboration Oversee sales performance controls and take corrective action to ensure objectives are achieved within budget Review and evaluate sales results against programs, quotes, and plans to assess effectiveness Conduct ongoing performance reviews and provide continuous feedback to team members Develop deep expertise in all ECP products and programs, effectively communicating their benefits and functionality Travel to plant locations for assigned corporate accounts to implement programs and support account growth Perform additional responsibilities as assigned by the VP of Customer Experience Qualifications University Degree in Business or related discipline preferred. Minimum 4-7 years of experience in sales coordination, sales operations, or customer service management, preferably in a manufacturing environment Demonstrated prior experience leading a team to drive results and improve overall customer experience ***This position is located on-site in Truro, Nova Scotia. Relocation assistance can be available for candidates outside of the province willing to relocate.*** Skills and Attributes Highly organized and has very effective time management skills Proven negotiation skills Proven ability to interact with Sr. Executives Proficiency in Microsoft Office Suite Demonstrated customer insight and strong intuition, paired with the confidence to take decisive action Proven, action‑oriented problem solver with a track record of delivering results Exceptional communication and interpersonal skills Works collaboratively across teams, bringing a proactive, solution‑focused approach to shared challenges