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About the Role

The Regional Client Relations Manager is responsible for client relationship management, operational leadership, people leadership, business development, and financial responsibility for business operations teams. This role has overall responsibility for delivering stellar service and driving client satisfaction and retention within a high-growth business, managing a team of up to 100 employees across one or more client sites. The ideal candidate will bring experience and expertise in delivering compelling solutions for existing clients, provide thought leadership, and manage day-to-day functions against targets and metrics.

Responsibilities

Serve as the primary point of contact for clients, building and maintaining strong, long-term relationships that drive satisfaction and retention.
Understand client needs, goals, and operational challenges to deliver tailored service solutions and exceed expectations.
Proactively communicate with clients to address concerns, ensure alignment, and identify opportunities for service expansion and improvement.
Lead and manage on-site operational teams of up to 50 employees to ensure efficient service delivery and adherence to SLAs.
Oversee daily operational activities, including client requests, issue resolution, and workforce coordination.
Ensure site readiness, including proper communication tools, signage, and operational organization.
Define, implement, and maintain operational processes, procedures, and service standards in collaboration with clients.
Identify and monitor key performance indicators (KPIs) to ensure compliance with service-level agreements and business objectives.
Lead continuous process improvement initiatives to enhance service efficiency, quality, and consistency.
Execute business development strategies by identifying growth opportunities within existing accounts and supporting expansion efforts.
Provide input into client proposals, service solutions, and strategic account planning.
Conduct client satisfaction assessments and implement action plans to improve service delivery and retention.
Drive financial performance by managing budgets, monitoring revenue, controlling costs, and ensuring accurate billing and invoicing.
Ensure compliance with contractual obligations, including staffing levels, pricing agreements, and renewal requirements.
Recruit, develop, and manage high-performing teams, including performance management, coaching, and career development.
Collaborate with Human Resources on employee relations, staffing needs, and organizational development initiatives.
Support DEI initiatives and foster an inclusive, high-performance work environment.

Requirements

Minimum of 3+ years of experience in service operations management, client relations, account management, or similar leadership roles in a high-performance, client-facing environment.
Demonstrated success managing teams and driving measurable operational improvements required.

Skills

Client relationship management
Operations leadership
Service delivery in high-volume environments
Leading multi-site teams
Managing large operational workforces
Financial acumen including budgeting, forecasting, and profitability management
Excellent communication, presentation, and interpersonal skills
Ability to influence clients and internal stakeholders
Strong problem-solving, strategic thinking, and decision-making abilities
Ability to manage multiple priorities in a fast-paced, high-growth environment
Strong leadership skills with proven ability to develop, coach, and retain talent
Proficiency in Microsoft Office Suite
Proficiency in operational reporting tools
Strong attention to detail
Ability to maintain accuracy under pressure
Ability to maintain confidentiality and professionalism in client-facing environments
Proficiency in Microsoft Office Suite required
Experience with reporting systems, dashboards, and workforce management tools preferred
Ability to analyze operational and financial performance data required

Experience Level

3+ years of experience

Education Level

Bachelor’s degree required

Salary/Compensations

90,000.00 to 110,000 USD per year
May be eligible for an annual bonus

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Paid Time Off (PTO)

About the Company

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms.
At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth.
Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.
Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Equal Opportunity

Opensity is committed to fostering an inclusive, equitable, and accessible workplace.
We believe diverse perspectives strengthen our teams and the work we do for our clients.
Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.
We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.
Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.