Manager, Client Services

Join to apply for the Manager, Client Services role at Redstone Agency Inc.

CA $90,000.00/yr - CA$/yr

Position Closing Date: January 23, 2026

Number of Positions: One (1)

Type of Position: Leadership, Middle Management

Who is Redstone, and What’s Our Mission?

Redstone is the largest Association Management Company in Canada. Our vibrant team provides administrative, financial, marketing, and event services for not‑for‑profit associations and corporate clients all over the world. As a rapidly growing agency, we’re big on career growth and development, investing in our team to help them thrive. Here, you’ll take on real responsibility, tackle exciting challenges, and have the freedom to make a meaningful impact on our clients’ organizations.

The scale and scope of what we do might just surprise you, and with the dynamic pace of change, we stay sharp, agile, and always open to new ideas.

As the Manager, Client Services, you’ll be at the heart of delivering exceptional experiences for a priority portfolio of Redstone’s clients. Reporting to the Head of Client Services, you’ll guide the service teams in providing board and committee support, membership services, project management, and more – ensuring every interaction is felt positively. Your leadership will shape how clients engage with Redstone, strengthen our service offerings, drive strategic governance and build lasting community impact.

• People Leadership:
  Directs the work of the Client Services team by setting and monitoring deadlines, deliverables, and tangible goals. Staff client accounts appropriately based on profitability and skillsets. Inspires and motivates the team through individual and group touch points while ensuring performance, attendance, and goals are effectively achieved.
• Training & Development:
  Engages, trains, and develops staff to build both individual and team capacity. Works closely with the Head of Client Services to onboard new hires, arrange training, and develop training programs when needed.
• Team Collaboration & Culture:
  Actively participates in monthly Leadership meetings, contributing to a collaborative and innovative environment. Handles day‑to‑day employee issues, including attendance and conflict resolution, escalating to the Head of Client Services or HR as appropriate.
• Client Relationship Management:
  Supports the team in proactively building strong client relationships throughout the client lifecycle. May serve as the first escalation point for clients when asked by the Head of Client Services, problem‑solving for the client with a focus on lasting resolution and satisfaction.
• Quality Control:
  Reviews and approves deliverables prepared by Account Specialists and Account Managers on your team, to ensure accuracy, consistency, and alignment with client objectives. Maintains a quality assurance checklist to uphold Redstone’s standards for professional, error‑free deliverables. Provides constructive feedback and guidance to team members to strengthen quality, efficiency, and attention to detail.
• Client Onboarding & Engagement:
  Executes the client onboarding process, delegating tasks where necessary. Builds and manages the semi‑annual client survey process, including analysis, reporting, escalation, and follow‑up. From time to time, attends calls or board meetings for complex clients.
• At‑Risk Client Oversight:
  Works closely with the Head of Client Services to pre‑emptively identify, navigate, and resolve at‑risk clients, providing support and intervention when required.
• Consultative Association Leadership:
  Provides oversight and guidance on complex accounts, offering consultative leadership to the Client Services team. Anticipates and mitigates risks while ensuring high‑quality service delivery.

• Comfortable working in a dynamic agency environment managing multiple client priorities and 10+ direct reports.
• Bachelor’s degree or diploma in Business Administration, Communications, Not‑for‑Profit Management, or related field.
• 5‑7+ years of experience in a client‑facing role in administration, corporate events (meetings & conferences), or project…