Job Title: Client Services Manager
Location: Hybrid Remote / Toronto Office
Division/Department: Client Services
Reports to: National Director – Client Services
About DataFix
DataFix is the exclusive provider of the VoterView Election Management System and a comprehensive suite of election-related products and services. Since 2002, DataFix has been a leader in providing election solutions that enhance the integrity and efficiency of voting processes for Canadian provincial, territorial, and municipal authorities. Our flagship system, VoterView, is trusted by over 345 municipalities across six provinces and three territories, supporting Canadian election bodies in delivering secure, reliable, and cost-effective voting experiences.
From pioneering Vote-by-Mail services to delivering scalable ePollbook solutions, DataFix empowers election management bodies to confidently manage their election environments. Our commitment to excellence and innovation in election technology strengthens voter confidence and ensures a smarter, more effective use of resources.
Position Overview
The Client Services Manager will support and resolve customer inquiries regarding all DataFix products, including VoterView, Worker Management, and VoterView Express. This role requires proactive client engagement, ensuring client satisfaction through effective problem-solving, training, and collaboration. Additionally, the Client Services Manager will assist the National Director of Client Services in implementing and delivering key election-related products, like Vote-by-Mail (VbM), while maintaining strong relationships with clients, third-party vendors, and internal teams.
Key Responsibilities
- Client Support: Address and resolve customer inquiries related to DataFix’s suite of election products, forwarding issues to appropriate teams when necessary.
- Project Support & Delivery: Assist in planning, developing, and monitoring services to aid clients with event planning, including by-elections and general elections. Provide product demonstrations, training, and support as required.
- Documentation & Communication: Assist in updating and distributing election-related documents to support client preparations. Maintain project status reports and manage change requests, offering clear communication of project risks, impacts, and improvements.
- Collaboration: Serve as a liaison among clients, IT, and third-party vendors, fostering positive working relationships. Participate in zone meetings, committees, and election working groups as needed.
- Travel: Occasional travel may be required to attend zone meetings or municipal conferences.
- Confidentiality: Manage sensitive information with discretion and maintain strict confidentiality.
- Additional Duties: Perform other related tasks as assigned.
Qualifications
- Experience: Minimum 3 years in client services, project management, or a related field, with experience in operational planning, reporting, performance measurement, and project delivery.
- Project Management Skills: Knowledge in operational planning, performance measurement, and project delivery, with experience in identifying client needs and suggesting product improvements.
- Problem Solving & Analytical Skills: Strong research and analytical abilities to address client issues effectively.
- Communication & Interpersonal Skills: Excellent written and verbal communication, with well-developed presentation skills and the ability to lead meetings and product demonstrations.
- Time Management & Organization: Above-average organizational skills with strong planning capabilities to manage time effectively.
- Technical Skills: Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Microsoft Teams for collaboration and meetings.
- Professionalism: Ability to work independently and collaboratively, exercising sound judgment and maintaining confidentiality.
- Relationship-Building: Commitment to fostering strong client relationships based on trust and reliability.
- Additional Knowledge: Familiarity with risk management, quality assurance, change management methodologies, and business performance standards.
Preferred Assets
- Language Skills: Proficiency in French (oral and written) is an asset.
- Financial Knowledge: Basic understanding of budgeting and financial management processes is beneficial.
Working Hours
This is a 38-hour-per-week position. Flexibility is essential, as hours may extend beyond standard working hours during election events, including evenings and weekends.
Job Type: Full-time
Pay: $43,121.16-$76,656.36 per year
Additional pay:
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care
- Work from home
Schedule:
Experience:
- client support: 3 years (preferred)
Work Location: Hybrid remote in Toronto, ON M5C 2W4
Expected start date: 2024-12-02
