Head of Client Services

Are you ready to take on the responsibility of building a service delivery department from the ground up? Do you get a sense of euphoria when clients are genuinely thrilled with the value that they receive? Do you take pride in ensuring client satisfaction in a systematic way?
In this role, you will shape the future of our client service experience to maximize funding from R&D tax credits, other government funding programs, loans or venture capital for our clients. You will have the opportunity to be hands-on and see the impact of systems and processes you implement, while managing your own portfolio of clients and projects. You will report directly to the CEO.
Location: Toronto, ON (Remote Hybrid - one day per week in office)
Responsibilities

• Establish and successfully implement client service plans, policies, procedures and tools.
• Maintain a high client retention rate and increase LTV across our client base.
• Track, measure, and monitor client services standards, goals and objectives.
• Identifying areas of potential improvement and recommending solutions to ensure clients are constantly receiving maximum value.
• Work with your own portfolio of clients on annual SR&ED filings, grant applications, loan applications and VC introductions.
• You will continue building, developing and managing the client services team.

RequirementsOur ideal candidate is calm, cool, and collected in the face of adversity. You’ll need to collaborate across client stakeholders and our internal team of experts to deliver client projects on time, with efficiency, and of quality. In order to succeed in this role, you’ll need to have:

• 5+ years in client services management or project management role in business or financial consulting
• Financial acumen and general understanding of R&D tax credits, grants, loans, and venture capital in Canada
• A proven track record of designing and implementing successful systems and processes for efficient project and client management
• Comfort and ability to thrive in a high volume and fast-paced environment
• Strong project and account management skills
• Experience hiring, conducting performance reviews, and managing people growth
• A natural gift for communicating and influencing at all executive and C-levels in organizations
• Ability to travel regularly (up to 20% of the time)
• Nice to have: Project Management designation

Our Interview Process

1. 30 minute video conference to assess fit
2. 90 minute in person interview to demonstrate your project and account management skills
3. 60 minute in person to meet with other team member(s) for cultural fit
4. 30 minute debriefing call with the CEO

Compensation

• $100,000 - $150,000/year (including variable comp)
• 3 weeks paid vacation
• 2 floater holidays
• Health and dental benefits
• $1,000 annual training budget
• Group RRSP matching
• Home office set-up stipend

Why Flow?There are hundreds of funding options available to entrepreneurs in Canada. How do they know which ones are the best for them? How do they know their best path to funding? Flow Ventures is a professional services firm that helps entrepreneurs navigate the world of funding and get their businesses funded with confidence, whether it be R&D tax credits, grants, venture capital or loans. We serve public & private sector companies, the entrepreneurs behind them, as well as an ecosystem of investors and partners.At Flow, we strive for sustainable, long-term goals and are respectful of the focus and hard work needed to achieve them. We have a humble, humorous and goal-oriented culture where all voices and contributions are heard and valued.
A Diverse & Inclusive CompanyWe believe that the unique contributions of everyone at Flow is a driver of our success. To make sure that our services and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.