We need people like you

Are you a professional looking for a rewarding job with an employer who values and acknowledges your contributions? Do you believe strongly in maintaining high standards and a healthy work-life balance? Are you searching for a company that gives you opportunities for growth? Then we’re sure to be a good match!

Versacom has been a leader in Canada’s language industry for more than 30 years—and has earned that position by always putting client satisfaction and employee well-being first. We’re not just any employer: we are the only major language services firm in Canada that is led by language professionals. Relying on insight, heart and strength, our professionals have built this company from the ground up.

Client Success Manager

The Client Success Manager will play a central and strategic role in relationships between Versacom and its major clients. A driving force behind the client experience, the successful candidate’s main objectives will be focused on maximizing the value of client relationships. They will be responsible for overall satisfaction, long-term retention, the growth of specific accounts and the profitability of client relationships. Joining our current team of three client success managers, they will play a decisive role in ensuring that the solutions Versacom provides meet client needs while also supporting our financial objectives.

If you excel at understanding what truly matters to your clients and are skilled at building strong relationships that lead to real growth opportunities, we want to meet you.

Primary duties

Managing a portfolio of current accounts

• Develop management strategies and growth plans for major accounts.
• Track weekly and monthly sales performance.
• Summarize, oversee and ensure compliance with existing contracts.

Tracking satisfaction and serving as an ambassador

• Build close relationships and trust with key decision-makers.
• Serve as the internal point of contact for handling major client concerns within Versacom.
• Organize check-in calls and meetings with clients’ key requesters and decision-makers, and participate in quarterly business review meetings.
• Oversee and manage account activity outside of language services, such as the adoption and configuration of the portal or other solutions made available to clients, and special projects, in collaboration with other Versacom teams.
• Monitor satisfaction through surveys and feedback requests, and hold regular meetings with the people in charge of service delivery.
• Implement proactive risk management strategies and loyalty programs.
• Monitor complaints needing special attention, providing support to Professional Services Centre teams.
• Stay informed about security audits and other inspections conducted by clients or suppliers, and draft responses and review those provided by various Versacom teams as needed.

Growing accounts

• Identify opportunities for growth.
• Collaborate with the Marketing team and Professional Services Centre teams involved in service delivery on developing customized initiatives to build awareness of Versacom throughout our clients’ organizations.
• Lead and oversee the preparation of unique or major quotes.
• Address special requests from clients.

Building and maintaining profitability

• Analyze the profitability of individual accounts and optimize margins.
• Negotiate contract terms in alignment with the company’s financial objectives.
• Monitor financial metrics (revenue, costs, margins) and recommend strategic adjustments.
• Prepare reports and business review presentations for decision-makers.
• Monitor billing issues (trends, rationale, optimization) for managed accounts.
• Lead client-focused strategies to grow accounts with below-target gross margins, in collaboration with Professional Services Centre teams.

Education and skills

• Four to seven years of relevant experience in a related role (account management, customer service, B2B professional services, etc.)
• Strong communication and negotiation skills
• Experience managing major accounts
• Excellent command of French and English, as the position requires interacting on a daily basis—in writing and orally—with French- and English-speaking clients in Canada and abroad.

As a member of the Versacom team, you’ll enjoy competitive total compensation and a full range of benefits from day one, including comprehensive group insurance, a group RRSP, reimbursement of annual membership dues for professional associations related to your duties, training, and more. Work-life balance is very important to us, and telework is part of our approach, regardless of your position.