Business process outsourcing
Bilingual Client Services Manager
About the role
You will own the commercial relationship with a portfolio of Canadian clients, several of which are headquartered in Quebec and conduct their business in French. Operations owns delivery. You own whether the client renews, expands and refers. Three days remote, two in the Toronto office, plus travel.
What you will do
Own client relationships across your portfolio, including the executive relationship rather than only the operational contact. Lead quarterly and annual business reviews, in the client's language of choice. Identify and close expansion opportunities within existing accounts, which is where the majority of profitable growth in this business comes from. Manage contract renewals, pricing conversations and scope changes. Act as the escalation point above operations when a relationship rather than a service level is at risk. Translate client strategy into delivery requirements the operation can actually meet, and push back when it cannot. Maintain accurate pipeline and account records in Zoho CRM. Coordinate with Quebec-based clients on Law 25 and French language requirements affecting their service.
What you bring
At least four years in account management, client services or customer success, ideally in a services or outsourced environment. English and French both at C1, including written business French of a standard suitable for a formal proposal. Commercial instinct, including comfort discussing price. Ability to hold an executive conversation and a difficult one. Understanding of operational delivery, enough to be credible with your own operations colleagues.
Nice to have
BPO, managed services or professional services background. Experience with Quebec-headquartered clients. Financial services, insurance or telecommunications sector knowledge. Formal negotiation training.
What we offer
A portfolio with real revenue and real influence. Commission on growth you generate. Hybrid working. Group health and dental benefits. RRSP participation. A clear route to senior account director. Bilingual capability that is genuinely valued rather than assumed.
How to apply
Our process
- 1. Our talent team reviews every application against the role requirements.
- 2. Shortlisted candidates are invited to interview, which may include a role-related assessment.
- 3. We share the decision with everyone we interview, whether or not the application progresses.
Most decisions follow within a few weeks of the closing date. Urgent roles are prioritised.