Specialist, Client Accounts

ABOUT THE ROLE  
The Specialist, Client Accounts, is responsible for the management of an assigned portfolio of client accounts. Acting as the primary point of contact, the incumbent develops trusted relationships with client stakeholders, ensures service delivery meets expectations, identifies opportunities to enhance services, supports the retention and renewal of client contracts, and supports organizational revenue and customer retention objectives.

The role serves as a critical liaison between clients and internal departments, coordinating resources to deliver exceptional customer service and long-term business-to-business value.

RESPONSIBILITIES

1. Client Relationship Management

• Serve as the primary contact for assigned clients and key stakeholders, building and maintaining strong, long-term relationships through regular communication, meetings, and business reviews.
• Develop a thorough understanding of client business objectives and operational needs.
• Coordinate implementation of new services, programs, or client initiatives and support onboarding activities and transition planning for new accounts.
• Respond to client inquiries, concerns, and service issues in a timely and professional manner, facilitating issue resolution and ensuring timely follow-up on client commitments.
• Collaborate with other departments to ensure service excellence.

2. Account Retention, Growth and Contract Management

• Develop and/or execute account strategies that support client retention and growth.
• Identify opportunities for service expansion, technology adoption, and additional revenue generation.
• Lead or support contract renewals, extensions, and negotiations.
• Maintain visibility into account performance, revenue opportunities, and customer satisfaction.

3. Planning and Business Development

• Develop annual account plans, goals, and objectives for assigned portfolios.
• Identify business opportunities and recommend innovative solutions aligned with client priorities.
• Prepare business cases, presentations, proposals, and recommendations for clients and internal stakeholders as required.
• Support organizational growth initiatives through proactive relationship management.

4. Performance Monitoring and Reporting

• Monitor account performance, service metrics, and client satisfaction indicators.
• Prepare regular reports, forecasts, presentations, and business reviews.
• Analyze trends and provide recommendations for continuous improvement.
• Maintain accurate account information reporting systems.
• Perform other related duties as assigned.
• Complete other duties as assigned.

QUALIFICATIONS

• Undergraduate degree or diploma in Business Administration, Commerce, or a related discipine, or an equivalent combination of education and expereince.
• 3-5 years' expereince in account management, client relationship management, customer success, business developmet, sales support, or a related field.
• Expereince working in parking, mobility, transportation, municipal services, property management, or a related client srevice environement is considered an asset.
• Demonstrated expereince managing client portfolios and building strategic stakeholder relationships.
• Experience developing account plans, conducting business reviews, and leading contract renewal activities.
• Expereince preparing reports, presentations, forecasts, and recommendations for clients and senior management.
• Valid Ontario Class G Driver's License and ability to travel to clent locations as required.
• Strong ability to build credibility and trust with external business partners.
• Excellent communication, negotiation, and relationship-management skills.
• Effective analytical and problem-solving capabilities.
• Strong organizational and project coordination skills.
• Ability to manage competing priorities while maintaining attention to detail.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Ability to work independently and exercise sound professional judgment.
• Internal candidates: Employees must have at least one (1) year of continuous service in their current role to be eligible for application.

JOB INFORMATION
Vacancies: 1 Position
Salary Range: $75,593 - $88,933

AI may be used as a support tool in our hiring process. All final decisions are made by trained staff.

About the Toronto Parking Authority

Toronto Parking Authority (TPA) is the largest municipal parking operator in North America, third largest bike share operator and largest operator of municipally owned EV charging in Canada. At the Toronto Parking Authority, we aspire to create a seamless customer experience that delivers on choice, ease, and speed through the City. We are proud to be a major strategic asset for the City in supporting Toronto’s Mobility goals. Our advancements, such as enhancements to the Green P app, the expansion of Bike Share Toronto and establishment of a new systems operating centre reflect our commitment to innovation and service excellence.