Client Relationship Associate
Toronto, Ontario
Compensation based on experience
Looking to be a part of a dynamic team?
About Us
With over two hundred personnel working in Canada, USA and Mexico, CrossSafety is one of North America’s largest specialty health and safety services company. We provide a comprehensive range of HSE consulting, engineering, training, outsourced personnel resources, project and program support services to thousands of clients across most workplace sectors. In our relationships with clients and peers we live our key company values: Integrity, Commitment, Inclusion, Excellence, Respect and Accountability. Visit us at www.crosssafety.ca .
Position Summary
The Client Relationship Associate (CRA) is responsible for the day-to-day management and execution of the firm's Client Relationship Management Plan. This includes overseeing and coordinating the Client Contact Plan and the Client Appreciation Program for several hundred valued clients. The CRA ensures regular, proactive engagement with clients by scheduling meetings and communications on behalf of account managers and sales representatives, arranging appreciation activities, conducting satisfaction surveys, and supporting overall marketing and sales initiatives. The CRA plays a critical role in maintaining strong client relationships, enhancing client satisfaction, and supporting business growth.
Key Responsibilities
1. Client Contact Plan Management
• Maintain and execute the Client Contact Plan based on client "Tier" classifications.
• Schedule regular meetings, calls, and touchpoints in the calendars of approximately 12–15 Client Account Managers and 2–4 Sales Representatives.
• Ensure contact frequency aligns with the minimum standards set for each client Tier (e.g., monthly, quarterly).
• Monitor contact activities to ensure compliance with the Client Contact Plan.
• Track and report on contact metrics and engagement levels.
2. Client Appreciation Program Coordination
• Manage the Client Appreciation Program activities, including but not limited to:
o Delivery of client appreciation gratuities. o Coordination of client appreciation events.
o Management of seasonal appreciation activities.
• Maintain calendars and checklists to ensure timely execution of appreciation activities according to the required frequency for each client Tier.
3. Client Satisfaction Surveys
• Design, distribute, and administer informal and formal client satisfaction surveys.
• Analyze survey results to identify trends, issues, and opportunities for improvement.
• Prepare and present detailed reports on client feedback to the management team, including recommendations for action.
4. Client Tier Maintenance
• Maintain the accuracy of the Client Tier classification system, ensuring clients are appropriately categorized based on revenue and other criteria.
• Update Tier statuses based on changes in client profiles, revenue, or engagement history
5. Sales and Marketing Support
• Provide general marketing and sales support, including preparation of client-specific engagement reports, sales collateral coordination, and CRM data management.
• Liaise with the sales and marketing team on campaigns and digital marketing activities.
• Support campaigns targeted toward Tier-specific client groups.
• Assist in maintaining and updating client records within the CRM and internal tracking systems.
Qualifications Education and Experience
• Post-secondary education in Marketing, Communications, or a related field.
• Minimum 2 years of experience in a client-facing, sales support, marketing coordination, or administrative role, preferably in a professional services or workplace health and safety firm preferred.
Graduates will be considered.
Skills and Competencies
• Strong organizational and scheduling skills; ability to manage multiple calendars and complex scheduling needs.
• Outgoing personality with exceptional interpersonal communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).
• Familiarity with CRM systems is an asset.
• Analytical skills to collect, interpret, and report on survey and engagement data.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and strong follow-up skills.
• Customer-focused mindset with a strong commitment to client satisfaction.
Performance Metrics
• Percentage compliance with Client Contact Plan targets (e.g., scheduled versus required client contacts).
• Timely execution of Client Appreciation activities.
• Client satisfaction survey response rates and satisfaction scores.
• Accuracy and currency of Tier classification and client records.
• Support responsiveness and contribution to marketing/sales initiatives.
