Client Service and Contract Manager

POSITION SUMMARY:

The Client and Contract Services Manager is responsible for managing client relationships, overseeing contract development, and supporting business development initiatives. This role plays a key part in evaluating RFPs/RFQs, preparing service quotations, and acting as a liaison between the Operations Department and clients to ensure service expectations are met. The position requires active monitoring of government procurement platforms and adherence to relevant tender guidelines. The Manager maintains and expands the existing client base, conducts sales outreach, attends industry events, and ensures customer satisfaction through ongoing communication and personalized support. In addition, the role provides administrative and logistical support for marketing initiatives, manages customer records and correspondence, and ensures internal systems are updated with client and project information. The Manager also oversees the company’s marketing and social media presence, assists in preparing formal business documents, and upholds a professional image in all external interactions.

RESPONSIBILITIES \& DUTIES:

Evaluate RFP/RFQ opportunities and prepare the response.

Develop quotes for services to our clients based on company objectives;

Act as direct liaison between the Operations Department and a any new or existing customers.

Monitor all Provincial/Territorial and Federal government tender procurement guidelines and onlinesystems for the tendering processes.

Maintain customer relationship

Manage existing account base;

Make sales calls and develop relationships with potential and existing customers;

Expand existing account base;

Understand the wide range of potential clients and their expectations of helicopter services;

Provide individual attention to customers;

Provide administrative support for business development

Keep records of all interaction with customers

Attend trade shows/conferences and related marketing events;

Work closely with the Operations team to ensure that all GSH’s web based systems are up to datewith client information and job details;

Work closely with Operations and Customer on scheduling projects

Prepare correspondence for clients and public interest groups. This includes but is not limited to:helicopter service proposal and quotations for public and private agencies, formal presentations,business letters, and customer feedback surveys.

Coordinate the logistical aspects of marketing programs such as meetings and company events.

Review documents, reports, and correspondence prepared for signature for format, content, grammar, and spelling; make edits as necessary.

Manage the companies marketing and social media platforms.

Present a positive and professional image of the executive to all visitors, suppliers, and other interactions.

PHYSICAL WORKING ENVIRONMENT:

• Office environment
• Some travel may be required.
• Intense activity during peak periods.
• Manual dexterity required to use desktop computers and peripherals.

REQUIREMENTS:

Formal Education Requirements

• Grade 12 education, post-secondary education in a related field, is preferred

Related Work Experience Requirements

• At least 2 years of working experience as a Client Service and Contract Manager.
• Experience in aviation is an asset.

Computer Software Utilized

• Microsoft Office applications, including e-mail, Microsoft Excel, PowerPoint, internet, etc.

PERSONAL ATTRIBUTES:

• High School diploma.
• Post-secondary degree in business or related is an asset.
• Strong knowledge of RFP processes and proposal preparation is considered an asset.
• Aviation experience is an asset.
• Strong computer skills in multiple web-based programs and Microsoft office applications including e-mail, Microsoft, Excel, Power Point; internet, etc.
• Highly efficient project management, prioritization, multi-tasking, and time management skills to meet deadlines
• Proven team player
• Strong customer relations experience
• Detail oriented
• Excellent written and verbal communication and comprehension
• Highly organized
• Some travel is required.
• Office environment.

Core Competencies

• Attention to Detail
• Client Focus
• Conflict Management
• Cultural Sensitivity
• Problem Solving
• Analytical Thinking
• Communication
• Organizational and Environmental Awareness
• Teamwork

Work Location: In person