Location: Sherwood Park, AB (Edmonton area) / Extensive remote work policy
Type: Full-time Permanent
Salary: $65,000-75,000
Deadline: Sept. 7, 2022

We currently have a permanent, full-time opportunity for a:

Client Services Manager

Bluetrain’s data-driven, relationship-based approach to digital marketing helps our clients navigate one of the fastest-changing industries in the world. Think of us as an online marketing conductor, providing the insights and online expertise our customers need to drive their businesses forward.

Bluetrain acts as an advanced digital marketing team for progressive clients from varying industries across North America. Recognizable clients we work with include organizations such as EPCOR, Stollery Children’s Hospital Foundation, Canadian Brewhouse, UN Refugee Agency (UNHCR), Mint Health, and many more.

What you’ll do:

As a Client Services Manager you will be responsible for both the guidance and performance of the client-facing Account Management team, while also managing key accounts. The role requires a strong desire to provide exceptional client experiences, coach customer servicing skills, an appetite for continual improvement of client servicing standards/process, and a desire to build new external relationships in the business community. Through coaching, training and mentorship you will aid and facilitate the same or similar outcomes for Account Managers reporting to you.

As a primary contact for select enterprise clients, you will build solid relationships, drive results on engagements, ensure work is completed on time and within scope and delivered to a high-quality standard. Candidates must have experience in managing multiple clients at one time and would have ideally managed the same client for an extended period of time. Marketing experience is a definite asset.

This is a great opportunity for an individual looking for an agency leadership role in an environment that is cutting-edge with a recognized reputation for integrity and a high standard of quality.

The Nuts and Bolts:

  • Mentor Account Managers on client servicing and sales-related skills
    • Support Account Managers with complex issues / troubleshooting / conflict resolution
    • Perform weekly check-in and coaching of Account Management team members
    • Lead the training, implementation, and improvement of client servicing standards
    • Attend key client strategic, discovery and deliverable presentation meetings
  • Drive continuous improvement of internal processes/workflow to progress client experience
    • Ensure professionalism and quality in all client deliverables
    • Support in the consistent implementation of client experience surveys (ie. NPS, calls)
    • Ensure team resources are allocated effectively in collaboration with Director of Operations
  • Act as client-facing lead on key enterprise accounts
    • Facilitate monthly meetings/calls with clients, leading team meetings and planning
    • Drive the completion of project work to ensure client timelines are met
  • Share new business development activity with Sales team / President to drive growth

What you Bring:

You are interested in all things digital and have a strong background in Marketing, Client Management and Leadership. You are passionate about servicing clients at a high level, advocate for the integration of online marketing into your clients’ marketing strategies and ensure the internal team is always driving forward the client’s goals and strategies. You will have experience in managing multiple clients at one time and would have managed a team in previous roles.

What we are looking for:

Qualifications and Experience:

  • Bachelor degree or higher in Marketing, Communications, or equivalent is preferred
  • Minimum of 3+ years of team management/coaching experience
  • Experience managing a team of 2-4 Account Managers
  • At least 5+ years of experience managing client accounts for advertising or marketing services
  • Experience identifying and addressing client concerns
  • Experience effectively working with Developers and Designers is an asset

Beneficial Knowledge:

  • Knowledge of using Website analytics tools for statistical analysis and reporting
  • An understanding of search engines, search engine optimization (SEO) and basic factors that can influence rankings
  • An understanding of the impact of other online marketing activities (ex. Social Media, Online Advertising (PPC/Display etc), Usability (UX))
  • Knowledge of WordPress and/or other CMS
  • Advanced experience across digital marketing channels an asset

Skills:

  • Strong team player and leadership skills
  • Skillful in managing multiple clients and/ or projects at one time and keeping on deadline
  • Excellent business relationship-building skills
  • Can think strategically, able to analyze data and identify recommendations
  • A high standard of written English

Personality:

  • Keen attention to detail and ability to anticipate potential obstacles
  • Excellent communication skills and a knack to create rapport with clients, associates, and your Bluetrain team
  • Ability to clearly present and explain complex subjects to an executive audience
  • Can facilitate positive and productive client meetings in person or on a call
  • Must be organized and able to prioritize
  • Strong desire for continuous learning and self-development
  • Sense of humour and ability to have FUN!

What you’ll get:

As our new colleague, you’ll be part of the continuing growth of a local success story! You will be surrounded by smart, passionate teammates who collaborate and innovate in order to provide our customers with the best possible solutions to their advertising challenges.

We believe that happy, healthy employees produce the best results, so we proudly support life balance initiatives such as:

  • A competitive compensation package
  • 3-weeks Vacation time PLUS paid time off for the winter break in December/January.
  • A remote work policy for working outside the office on a short-term, extended or permanent basis
  • Employee group benefits plan (health, dental, etc)
  • An additional $500 health spending account (HSA) after first year
  • Flexibility in hours to start and end your day
  • Monthly team activity hosted by our Remote Culture Club!

We get that you care about your team and your community, so we regularly engage in social activities to help us all stay connected.

Bluetrain’s Commitment to Diversity

At Bluetrain, our passion is to “Do Great Things, With Great People.” We recognize that working with a diverse group of team members, clients, and partners, increases our ability to produce greatness in both our work and community. Bluetrain is committed to fostering diversity and inclusion through implementing policies and practices that support that vision.

Bluetrain’s Commitment to Inclusion

Though we see diversity as a priority, it is even more important that we create a culture where people from all backgrounds feel included. Inclusivity is the key to actually maintaining (not just creating) diversity in the workplace. An inclusive approach is thoroughly integrated into the ongoing activities, operations, and relationships of the organization. Bluetrain will make every effort to identify and remove barriers to inclusion, and continuously improve through a process of evaluation and change.

Apply:

If you are passionate about digital marketing and the above description sounds like you, please apply with both a cover letter and resume to [email protected], Attention: Ryan Peyton, Director of Operations.  Please note “Client Services Manager” in the subject line.

Thanks to all applicants for your interest in working with Bluetrain. Only candidates short-listed for an assessment, phone call and/or interview will be contacted.