ACCOUNT MANAGER (CLIENT SERVICES MANAGER)

About Pattison ID | Digital Experiences

Pattison ID’s Digital Experiences division is a dynamic digital signage integrator delivering end-to-end solutions and managed services at scale—spanning platform/CMS governance, network monitoring, deployments, and content operations. We partner with leading brands to design, deploy, and operate signage networks that are reliable, measurable, and continuously improving.

As an Account Manager, you are the primary customer-facing owner for the health, performance, and long-term success of assigned client accounts. You lead the relationship, establish governance, translate client priorities into structured delivery, and coordinate internal teams to ensure outcomes are met—across service operations, content programs, projects, deployments, and commercial milestones. You partner closely with our Service Hub (Service Operations), which owns service case control and dispatch orchestration; the Account Manager owns client governance, outcomes, and executive communications.

This role is best suited to a proactive, organized, and commercially minded professional who can operate with confidence in a complex, cross-functional environment while maintaining an executive-ready level of communication and accountability.

Client Leadership and Account Governance

Serve as the primary client-facing leader and single point of accountability for assigned accounts

Build and maintain strong relationships with stakeholders at multiple levels (executive sponsors, day-to-day operators, IT/security, marketing/brand, facilities, regional leaders).

Establish a clear governance rhythm (weekly/monthly/quarterly) including agendas, decisions, action tracking, and follow-through.

Own the account plan: objectives, roadmap, risks, priorities, success metrics, and improvement opportunities.

Service Performance Ownership

Ensure service quality is consistently delivered to client expectations and contractual commitments.

Track, report, and analyze service performance—turning trends into corrective actions and improvement initiatives.

Lead client communications during incidents and escalations: impact framing, ETAs, stakeholder alignment, and closure summaries.

Drive problem management by identifying recurring issues, defining remediation plans, and aligning internal resources to reduce recurrence.

Maintain clarity and discipline around service scope (“in scope” vs. “Demand Management and Prioritization

Classify and manage demand across incidents, service requests, changes, projects, and content requests.

Project and Deployment Partnership

Support the development and deployment of client projects, including large-scale digital signage initiatives (indoor and outdoor where applicable).

Partner with project leadership to ensure scope clarity, risk management, and stakeholder alignment.

Maintain client expectation management through milestones, approvals, readiness, and stabilization/hypercare following go-live.

Coordinate client-facing aspects of platform changes and releases (maintenance windows, change communications, impact management, adoption support).

Maintain accurate account documentation and systems hygiene (CRM, service/ticketing records, decision logs, action registers).

Contribute to continuous improvement of processes and services supporting current operations.

Commercial Support and Growth

Analyze client needs and help formulate service and technical proposals with clear scope, assumptions, and commitments.

Support sales initiatives, renewals, and ad hoc bid strategies as required.

Maintain commercial discipline by ensuring out-of-scope work is identified and appropriately quoted/approved.

Partner with finance-related stakeholders as needed, with awareness of billing and accounts receivable considerations.

2–4 years of experience in digital signage and customer experience, or a closely related role.

• Experience supporting large, multi-site client accounts and working with major Canadian and/or American brands.
• Demonstrated experience improving processes and service delivery outcomes.
• Project exposure supporting large-scale deployments (technology, operations, or services).
• Strong working knowledge of digital signage concepts (CMS/platform fundamentals, deployments, network/device operations, and service performance drivers).
• Experience in client relationship management and commercial support for services and solutions.
• Working knowledge of billing/AR fundamentals and comfort partnering with financial management tools/processes.
• Professional functional bilingualism in French and English (spoken and written).
• Flexibility to support operations outside standard business hours when required.

University degree in Marketing, Administration, or a related field.

Exposure to structured service management practices and/or project management frameworks.

Clients experience Pattison ID as organized, proactive, and outcomes-driven—with clear governance and predictable execution.

Service performance is transparent, measured, and continuously improving through disciplined reporting and follow-through.

Renewals and expansion opportunities are supported by credible value proof, clear scope control, and strong commercial hygiene.

Why Pattison ID | Digital Experiences

High-impact client portfolio and large-scale digital signage environments

A role with real ownership—relationship, performance, governance, and growth

A performance-driven culture that values accountability, precision, and continuous improvement

The opportunity to help build and elevate digital experiences for leading brands

Please submit your résumé and a brief note outlining your relevant account management experience and exposure to digital signage or managed services environments.