Client Success Operations Coordinator

Client Partner at Solutions Metrix

Reports To:

VP of Revenue

Role overview

The Client Partner is responsible for strengthening, protecting, and expanding Solutions Metrix's existing client relationships. Acting as the primary day-to-day point of contact for assigned accounts, this role owns overall relationship health and client satisfaction — ensuring proactive engagement, consistent communication, rapid issue resolution, and alignment to business outcomes. Growth opportunities are identified and expansion activity orchestrated in close collaboration with Client Executives, Solutions Engineers, Advisory, Product, Delivery, and Executive Leadership.

The role combines client stewardship, account orchestration, and measured commercial accountability — and is not intended to function as a traditional quota-carrying sales position.

Who are we?

Since 2001, Solutions Metrix has been implementing CRM in companies of all sizes and industries, whether they are in Montreal, Quebec, or elsewhere in Canada or in North America. Our team of specialists master a very large number of CRMS without being linked to any. We always recommend the best CRM to our customers according to their needs and objectives. Our method defines a simple implementation process for companies that allows them to quickly and easily use their software and optimize it to the maximum. The secret to our success is simple: we tailor our solutions to our customers' business models, markets and industries.

Primary Responsibilities

Relationship Ownership & Client Satisfaction

• Serve as primary relationship owner for assigned accounts across all business needs.

• Develop trusted advisor relationships across executive and operational stakeholders.

• Establish and maintain account engagement plans and communication cadence.

• Conduct regular business reviews (QBRs/EBRs) to assess value realization and future priorities.

• Act as internal advocate for client needs and expectations.

Client Retention & Account Health

• Monitor client satisfaction indicators and proactively address risk signals.

• Coordinate internal resources to resolve service, delivery, support, or escalation issues.

• Maintain account health assessments and action plans.

• Identify renewal risks and partner with leadership to improve outcomes.

Expansion & Commercial Growth Support

• Identify whitespace opportunities and emerging client initiatives.

• Drive account planning discussions to expand wallet share.

• Generate qualified expansion opportunities and transition active selling motions to AE ownership.

• Support proposal discussions and executive alignment as needed.

• Coordinate executive sponsorship activities.

Cross-Functional Coordination

• Align Sales, Delivery, Advisory, Marketing, Product, and Executive stakeholders around account priorities.

• Ensure account intelligence is captured within CRM.

• Maintain account plans, stakeholder maps, and engagement history.

• Facilitate internal account review meetings.

Success Metrics (Illustrative)

Relationship

• Client satisfaction / NPS

• Account health score

• Retention / renewal rate

• Executive engagement coverage

Growth

• Expansion pipeline generated

• Expansion revenue influenced

• Cross-sell / upsell opportunity conversion

• Wallet penetration improvement

Operational

• QBR completion rate

• CRM completeness

• Escalation resolution cycle time

• Account plan completion

Key Competencies

• Executive presence

• Relationship management

• Business acumen

• Strategic listening

• Conflict resolution

• Commercial awareness

• Cross-functional leadership

• Project coordination

• CRM discipline

Ideal Profile

• 5–10+ years in Account Management, Client Success, Relationship Management, Consulting, Banking/Credit Union, or SaaS services

• Experience managing executive relationships

• Strong consultative mindset

• Comfortable operating without direct authority

• Ability to recognize growth opportunities without becoming the primary seller

Equal Opportunity Employer

Solutions Metrix is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. Hiring decisions are based solely on qualifications, merit, and business needs.