Job Description

The Opportunity:

The Enterprise Program Leader/Account Manager offers a unique opportunity to shape and grow existing client relationships. You'll have the chance to design and implement high-performance programs while identifying new avenues for expansion and revenue generation. ***Please note that this is a contract opportunity***

About Procom

Procom is a Canadian-owned, privately held firm established in 1978. One of North America’s leading IT staffing and contract workforce services providers, Procom is one of the largest Canadian staffing firms and has an established presence in all major Canadian markets.

The Role:

The Enterprise Program Leader is a key role responsible for managing and overseeing client-specific payroll programs. This involves ensuring smooth operations, addressing issues promptly, and identifying opportunities for growth. The Leader acts as a liaison between the client and Procom's Client Services team, maintaining strong relationships and driving program success.

Responsibilities:

• Meets regularly with clients to deliver program services, acts as the primary point of contact for issues and escalations, and presents program updates (QBRs).
• Under the manager's guidance, develops and maintains strong client relationships through various engagement activities such as business lunches, dinners, gifts, and events.
• Regular client-side delivery meetings and touchpoints.
• Generates reports for clients as requested or to assist with the account management activities (e.g. Issue log, Sub vendor reports)
• Ensures smooth running of client programs, addressing issues and maintaining compliance.
• Responds to inquiries, resolve issues, and represent Procom.
• Ensures compliance by understanding and addressing legal requirements, regulations, and client rules.
• Improves performance by monitoring program performance, identifying areas for improvement, and leading projects.
• Manages contractor relationships by handling issues, conducting calls, and supporting transactions.
• Resolves issues by investigating and address problems related to contractors, payments, and collections.

Skills and Knowledge Required:

• Minimum 3 years in a customer success role for a software or service-based role.
• Bachelor’s degree preferred, in Human Resources, Supply Chain Management, Business Administration, or a related field.

Preferred Skills:

• Experience in managing relationships with staffing agencies and other vendors, ensuring service quality and compliance.
• Understanding of labor laws and regulations, particularly for contingent workers. Experience with various worker classifications (e.g., W-2, 1099, T4, Sole Proprietor, independent contractors).
• Experience managing medium to large contingent labor programs. Skilled in handling contracts, vendors, and service delivery to clients.
• Prior experience in customer success or account management roles, focusing on building and maintaining strong client relationships in a B2B setting.
• Experience overseeing workforce-related projects, with an understanding of SLA/KPI management, operational metrics, and reporting.
• Ability to use data to drive decisions, analyze workforce performance, and identify areas for improvement.
• Hands-on experience with HRIS, VMS, or ERP tools (e.g., Beeline, SAP Fieldglass, Workday).

Preferred Relevant Certifications:

• Certified Contingent Workforce Professional (CCWP):
• Project Management Professional (PMP):
• Certified Staffing Professional (CSP):
• SHRM-CP or SHRM-SCP:
• Customer Success Certifications (e.g., from SuccessHACKER or Gainsight)

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