Account Manager

Account Manager – Managed Learning Services (MLS)

(Remote) Based in Canada

We are seeking a dynamic and highly experienced Account Manager to lead a high‑profile, large‑scale Managed Learning Services (MLS) account for a global financial client. This role oversees a diverse team of 45+ learning and event professionals across multiple regions and is responsible for the strategic planning, execution, and delivery of complex learning programs and large‑scale events. As the primary relationship owner and escalation point for the client, the Account Manager ensures operational excellence, financial accuracy, and alignment with both client objectives and internal business goals.

This is a strategic leadership role ideal for someone who thrives in a fast‑paced environment, excels at building strong partnerships, and brings deep expertise in event management, operations, and financial oversight.

• Build and maintain strong, trusted relationships with senior client stakeholders to ensure satisfaction and long‑term partnership growth.
• Serve as the primary point of contact for all client and internal communications, ensuring clarity, consistency, and timely updates.
• Proactively address and resolve client concerns, acting swiftly to mitigate issues and maintain high satisfaction levels.

• Oversee the delivery of all contracted MLS services, ensuring adherence to SLAs, quality standards, and contractual obligations.
• Drive operational excellence across regions, ensuring seamless execution of learning programs and events.

• Identify operational risks and develop mitigation strategies to ensure business continuity.
• Ensure critical processes are documented, cross‑trained, and compliant with internal and client requirements.

• Own the financial performance of the account, including forecasting, budgeting, cost control, and revenue growth.
• Partner with Finance to adjust forecasts based on evolving business needs.
• Ensure timely, accurate invoicing for all contracted services.

• Identify opportunities to streamline workflows, enhance productivity, and leverage technology to improve service delivery.
• Champion a continuous improvement mindset across the team.

• Collaborate with clients to identify opportunities for expanded services and new revenue streams.
• Align account strategy with both client priorities and company objectives.

• Lead, mentor, and develop a team of operational managers, program managers, and event coordinators.
• Oversee workforce planning, utilization, and performance management for a team of 5–7 direct reports and 45+ indirect reports.
• Foster a culture of engagement, accountability, and high performance.

• Prepare and deliver regular performance reports, insights, and recommendations to client stakeholders and internal leadership.
• Track KPIs to identify trends, gaps, and opportunities for improvement.

• 5+ years of experience in event management or training within the financial sector.
• 5–7 years of experience in operations management and people leadership.
• Proven ability to manage complex client relationships and influence senior stakeholders.
• Demonstrated success leading diverse, multi‑regional teams.
• Strong understanding of learning and development operations, including large‑scale program delivery.
• Exceptional organizational, analytical, and critical‑thinking skills.
• Ability to manage multiple priorities under pressure and adapt to evolving business needs.
• Excellent written and verbal communication, presentation, and negotiation skills.
• Proficiency in Microsoft PowerPoint and Excel.
• Track record of driving customer satisfaction and employee engagement.
• Demonstrated continuous improvement mindset with strong data reporting capabilities.

• Experience managing event operations for financial industry clients.
• Background in delivering complex, multi‑location learning programs.
• Strong understanding of learning technologies and emerging trends in…