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FBA

Gestionnaire de comptes

Saint-Lambert, QC, J4P 1R4, Canada

Job type: Full-time
Posting language: English · French
Posted: Sep 24, 2026

Apply About employer

Applications open in a new tab.

Original job description

English section of this bilingual listing.

Reporting to the Vice President, Client Excellence, the Account Manager is responsible for the day-to-day management of relationships with assigned clients. The individual serves as the primary point of contact and develops a thorough understanding of each client’s needs, objectives, and challenges to ensure a consistent, proactive, and high-quality client experience.

The incumbent coordinates communications between clients and internal teams, ensures follow-up on commitments, and contributes to the effective resolution of issues. The individual actively supports client satisfaction and retention while identifying emerging needs and opportunities to improve or expand services.

KEY RESPONSIBILITIES

Client Relationship Management and Account Portfolio Management

Serve as the primary point of contact for assigned clients and build long-term, trusted relationships with key stakeholders.
Develop a deep understanding of each client’s business, challenges, objectives, and priorities to act as a trusted business partner.
Plan, prepare, and lead periodic meetings, business reviews, and client follow-up discussions.
Define the information requirements for business reviews and client reports, and collaborate with internal teams responsible for their production.
Coordinate client requests and needs with the appropriate internal teams to ensure a seamless and consistent client experience.
Monitor commitments, requests, and action plans agreed upon with clients, ensuring deadlines and service levels are met.

Account Retention, Client Satisfaction, and Account Growth

Monitor client satisfaction and proactively identify risks that may impact the business relationship.
Implement the actions necessary to promote client retention, loyalty, and long-term business relationships.
Take ownership of client issues or concerns, coordinate their resolution, and ensure appropriate follow-up with relevant stakeholders.
Gather and analyze client feedback to contribute to the continuous improvement of services and the overall client experience.
Identify emerging client needs and opportunities to enhance or adapt existing services.
Contribute to discussions regarding service enhancements and account renewals within their portfolio.

QUALIFICATIONS

Education / Experience / Certifications

College diploma or university degree in business administration, management, insurance, communications, or a related field.
Minimum of 5 years of experience managing multiple client accounts, customer relationships, or in a comparable role, ideally within the insurance or financial services industry.
Minimum of 5 years of experience in account management, customer relationship management, or a comparable role.
Experience working in a B2B environment.
Chartered Insurance Professional (CIP) designation is considered an asset.
Excellent proficiency in both French and English, spoken and written, to serve clients across Canada.

Required Knowledge, Skills, and Abilities

Excellent interpersonal skills and the ability to build long-lasting, trusted relationships.
Strong client focus and commitment to delivering an exceptional client experience.
Excellent verbal and written communication skills.
Ability to understand clients’ business challenges and act as a trusted business partner.
Ability to influence and mobilize stakeholders without direct reporting authority.
Strong organizational, planning, and priority management skills.
Ability to manage multiple files and priorities simultaneously in a dynamic environment.
Strong judgment, analytical thinking, and proactive problem-solving skills.
Ability to handle sensitive situations and maintain positive relationships while resolving issues.
Comfortable using technology and highly proficient with Microsoft Office Suite, particularly PowerPoint and Excel, for preparing presentations, analyzing information, and leading business reviews.

POSITION DETAILS

Internal Communications with:

o Vice President, Client Excellence o Vice President, Operations o Manager, Assistance and Warranty Services o Team Lead, Claims Adjusters o Director, Legal Services o Data Analysts and Risk Management Team

External Communications with:

o Clients o Brokers o Service Providers and Partners

BENEFITS

Office locations available in St-Lambert or Terrebonne, depending on your location.
Hybrid remote work model supporting work-life balance.
Group benefits, Health Spending Account, Employee and Family Assistance Program, and Telemedicine services.
Retirement savings plan with employer contributions.
7 personal days.
Birthday leave.
Bonus incentive program.
Tuition reimbursement program.

Read the full bilingual original

English will follow

Sommaire

Relevant de la VP, Client Excellence, le ou la gestionnaire de comptes est responsable de la gestion quotidienne des relations avec les clients qui lui sont assignés. La personne agit comme principal point de contact et développe une compréhension approfondie des besoins, des objectifs et des enjeux de chaque client afin d’assurer une expérience cohérente, proactive et de grande qualité.

Le ou la titulaire coordonne les échanges entre les clients et les équipes internes, assure le suivi des engagements et contribue à la résolution efficace des enjeux. La personne participe activement à la satisfaction et à la rétention des clients, tout en identifiant les besoins émergents et les possibilités d’amélioration ou d’expansion des services.

PRINCIPALES RESPONSABILITÉS

Gestion des relations clients et du portefeuille de comptes

Agir à titre de principal point de contact pour les clients qui lui sont assignés et développer des relations de confiance durables avec les principaux intervenants.
Développer une compréhension approfondie des activités, des enjeux, des objectifs et des priorités de chaque client afin d'agir comme partenaire d'affaires.
Planifier, préparer et animer les rencontres périodiques, les revues d'affaires et les suivis clients.
Définir les besoins d'information requis pour les revues d'affaires et les rapports clients, et collaborer avec les équipes internes responsables de leur production.
Coordonner les demandes et les besoins des clients avec les équipes internes concernées afin d'assurer une expérience client fluide et cohérente.
Assurer le suivi des engagements, des demandes et des plans d'action convenus avec les clients, en veillant au respect des échéanciers et des niveaux de service.

Rétention, satisfaction et évolution des comptes

Surveiller la satisfaction des clients et identifier de façon proactive les risques pouvant avoir une incidence sur la relation d'affaires.
Mettre en œuvre les actions nécessaires afin de favoriser la rétention, la fidélisation et le maintien de relations d'affaires durables.
Prendre en charge les enjeux ou préoccupations soulevés par les clients, coordonner leur résolution et assurer les suivis requis auprès des parties prenantes concernées.
Recueillir et analyser les commentaires des clients afin de contribuer à l'amélioration continue des services et de l'expérience client.
Identifier les besoins émergents des clients ainsi que les occasions de bonifier ou d'adapter les services offerts.
Contribuer aux discussions entourant l'évolution des services et les renouvellements des comptes sous sa responsabilité.

COMPÉTENCES ET QUALIFICATION REQUISE

Formation/ Expérience/ Certification

Formation collégiale ou universitaire en administration, gestion, assurance, communication ou dans un domaine pertinent.
Minimum de 5 années d'expérience dans la gestion de comptes clients multiples, de relation clientèle ou dans un rôle comparable, idéalement dans le secteur de l'assurance ou des services financiers.
Minimum de 5 années d'expérience en gestion de comptes, relation clientèle ou dans un rôle comparable.
Expérience dans un environnement B2B.
Titre de Professionnel d'assurance agréé (PAA), un atout.
Excellente maîtrise du français et de l'anglais, à l'oral et à l'écrit, afin de desservir une clientèle partout au Canada.

Connaissances, compétences et aptitudes requises

Excellentes habiletés relationnelles et capacité à développer des relations de confiance durables.
Forte orientation client et engagement à offrir une expérience client de grande qualité.
Excellentes habiletés de communication, tant à l'oral qu'à l'écrit.
Capacité à comprendre les enjeux d'affaires des clients et à agir à titre de partenaire d'affaires.
Aptitude à influencer et mobiliser différents intervenants sans autorité hiérarchique directe.
Excellentes capacités d'organisation, de planification et de gestion des priorités.
Habileté à gérer plusieurs dossiers simultanément dans un environnement en évolution.
Bon jugement, esprit d'analyse et aptitude à résoudre des problèmes de façon proactive.
Capacité à gérer des situations délicates et à maintenir des relations positives lors de la résolution d'enjeux.
Aisance avec les outils technologiques et excellente maîtrise de la suite Microsoft Office, particulièrement PowerPoint et Excel, pour la préparation de présentations, l'analyse d'information et l'animation de revues d'affaires.

CARACTÉRISTIQUES DU POSTE

Communications à l'interne:

o VP, Client Excellence

o VP, Opérations

o Gestionnaire, Assistance et Garantie

o Chef d'équipe, Experts en sinistres

o Directrice des services juridiques

o Analystes de données et équipe de la gestion des risques

Communications à l'externe:

o Clients

o Courtiers

o Fournisseurs et partenaires de services

AVANTAGES

Bureaux disponibles à St-Lambert ou Terrebonne selon votre emplacement.
Télétravail en mode hybride pour un équilibre travail-vie personnelle.
Assurances collectives, Compte de soins de santé, Programme d'aide aux employés et à la famille et Télémédecine.
Régime d'épargne-retraite avec contribution de l'employeur.
7 jours personnels.
Journée anniversaire.
Programme de bonification.
Programme de remboursement des formations.

Summary

KEY RESPONSIBILITIES

Client Relationship Management and Account Portfolio Management

Serve as the primary point of contact for assigned clients and build long-term, trusted relationships with key stakeholders.

Develop a deep understanding of each client’s business, challenges, objectives, and priorities to act as a trusted business partner.

Plan, prepare, and lead periodic meetings, business reviews, and client follow-up discussions.

Define the information requirements for business reviews and client reports, and collaborate with internal teams responsible for their production.

Coordinate client requests and needs with the appropriate internal teams to ensure a seamless and consistent client experience.

Monitor commitments, requests, and action plans agreed upon with clients, ensuring deadlines and service levels are met.

Account Retention, Client Satisfaction, and Account Growth

Monitor client satisfaction and proactively identify risks that may impact the business relationship.

Implement the actions necessary to promote client retention, loyalty, and long-term business relationships.

Take ownership of client issues or concerns, coordinate their resolution, and ensure appropriate follow-up with relevant stakeholders.

Gather and analyze client feedback to contribute to the continuous improvement of services and the overall client experience.

Identify emerging client needs and opportunities to enhance or adapt existing services.

Contribute to discussions regarding service enhancements and account renewals within their portfolio.

QUALIFICATIONS

Education / Experience / Certifications

College diploma or university degree in business administration, management, insurance, communications, or a related field.

Minimum of 5 years of experience managing multiple client accounts, customer relationships, or in a comparable role, ideally within the insurance or financial services industry.

Minimum of 5 years of experience in account management, customer relationship management, or a comparable role.

Experience working in a B2B environment.

Chartered Insurance Professional (CIP) designation is considered an asset.

Excellent proficiency in both French and English, spoken and written, to serve clients across Canada.

Required Knowledge, Skills, and Abilities

Excellent interpersonal skills and the ability to build long-lasting, trusted relationships.

Strong client focus and commitment to delivering an exceptional client experience.

Excellent verbal and written communication skills.

Ability to understand clients’ business challenges and act as a trusted business partner.

Ability to influence and mobilize stakeholders without direct reporting authority.

Strong organizational, planning, and priority management skills.

Ability to manage multiple files and priorities simultaneously in a dynamic environment.

Strong judgment, analytical thinking, and proactive problem-solving skills.

Ability to handle sensitive situations and maintain positive relationships while resolving issues.

Comfortable using technology and highly proficient with Microsoft Office Suite, particularly PowerPoint and Excel, for preparing presentations, analyzing information, and leading business reviews.

POSITION DETAILS

Internal Communications with:

External Communications with:

o Clients o Brokers o Service Providers and Partners

BENEFITS

Office locations available in St-Lambert or Terrebonne, depending on your location.

Hybrid remote work model supporting work-life balance.

Group benefits, Health Spending Account, Employee and Family Assistance Program, and Telemedicine services.

Retirement savings plan with employer contributions.

7 personal days.

Birthday leave.

Bonus incentive program.

Tuition reimbursement program.

Apply About employer

More about this job

Responsibilities

Manage relationships and portfolios for assigned clients as their primary contact, coordinating client requests, internal teams, meetings, reporting, and follow-up on commitments. Support client satisfaction and retention by resolving issues, analyzing feedback, identifying emerging needs, and contributing to service improvements, account growth, and renewals.

Requirements

Requires a college diploma or university degree in business administration, management, insurance, communications, or a related field, along with at least five years of account management or client relationship experience and B2B experience. Candidates need excellent spoken and written French and English, strong relationship-building, communication, organization, analytical, and problem-solving skills, and proficiency with Microsoft Office; a Chartered Insurance Professional designation is an asset.

Skills

Account Management
Client Retention
Client Satisfaction
B2B Relationship Management
Business Reviews
Stakeholder Coordination
Client Issue Resolution
Service Improvement
Business Analysis
Communication
Organization and Planning
Priority Management
Problem-Solving
Microsoft PowerPoint
Microsoft Excel

Benefits

Hybrid Work
Group Insurance
Health Spending Account
Employee and Family Assistance Program
Telemedicine
Personal Days
Birthday Leave
Bonus Incentive Program
Tuition Reimbursement

Visa sponsorship

Not detected in the job text

Keywords

Account Management
B2B
Insurance
Financial Services
Client Retention
Client Satisfaction
Business Reviews
Account Renewals
Service Improvement
Client Experience
Stakeholder Management
Risk Management
Claims
Insurance Broker
Chartered Insurance Professional (CIP)
Microsoft Office
Microsoft PowerPoint
Microsoft Excel
Data Analysis
Business Partnering
Issue Resolution
French
English

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