Client Services Delivery Officer

The companies that began independently and now form Dexterra Group have an outstanding record of supporting the infrastructure and built assets that play a vital role in our society and helping our clients achieve higher performance and productivity. The Client Excellence Specialist plays a pivotal role in advancing Dexterra Group’s Client Excellence Program by driving client satisfaction, retention, and engagement. The Specialist leads initiatives that strengthen client relationships, enhance service delivery, and support organizational growth through training, research, and account management excellence. This includes leveraging client insights to create compelling messaging, supporting advocacy initiatives, conducting service excellence training and ensuring compliance with mandatory programs.
Maintaining accurate, detailed records and reporting findings to senior leadership.
Ensuring all clients are surveyed and feedback is addressed per established protocols.
Assisting with the development of performance improvement plans and leading follow-up calls with operations teams to review progress and ensure accountability.
Strategic Account Engagement
Assist with account management deep dives, collaborating with operations and leadership teams to analyze performance, identify growth opportunities, and implement retention strategies.
Participate in performance improvement reviews to ensure proactive client follow-up and service enhancements.
Training, Development & Engagement
Assist in the design and delivery of Dexterra’s customer service training programs, ensuring frontline teams understand and embody service excellence principles.
Create engagement activities and coaching tools to help managers implement client excellence practices independently.
Conduct engaging training sessions for frontline and operational teams to reinforce client-centric behaviors and elevate service standards.
Research & Competitive Analysis
Conduct competitor research and market trend analysis to inform best practices, RFP strategies, and account retention initiatives.
Analyze client feedback, NPS results, and industry benchmarks to guide continuous improvement efforts.
Assist with development and execution of client engagement initiatives, including events and thought leadership activities.
Support creation of client-facing content (case studies, newsletters, co-marketing materials) that reinforces Dexterra’s strategic value and differentiators.
Data & Dashboard Support
Input and maintain accurate client data for dashboards and reporting tools.
Support analysis of engagement metrics to identify trends and opportunities for improvement.
Client Events & Tradeshow Support
~ Assist with planning and coordination of client events and tradeshows, ensuring alignment with Client Excellence objectives and creating opportunities for relationship building and brand visibility.

Prepare and present reports summarizing client insights, program performance, and strategic recommendations.

Perform additional duties as required to support the success of the Client Excellence Program.

Work Experience Requirements

• 3+ years of experience in customer service, client excellence, account management, or related roles.
• Strong communication, presentation and content development skills
• Familiarity with CRM systems
• Organizational and project coordination skills for managing events and advocacy initiatives.
• Ability to speak French an asset.
• Experience in the service industry an asset.

Post-secondary education in Business is ideal
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word); ability to use CANVA is considered an asset.
Valid driver’s license and flexibility to travel.
Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.