Role Description Luminultra is recruiting a Client Experience Representative to join our Client Experience Team. In this role, you will focus on delivering a seamless, high-quality experience while supporting clients across all stages of their journey with Luminultra’s products and services. You will own daily client interactions, ensure timely responses and resolution of inquiries while maintaining established Service Level Agreements across multiple communication channels. You will take ownership of customer support activities, including managing inbound requests, delivering product training, and guiding clients in successfully implementing their testing programs. Along the way, you’ll contribute to continuous improvement efforts by enhancing knowledge resources and support platforms, ensuring both internal teams and customers have access to clear, relevant information. This position offers a base salary range of $45,000-54,000 CAD depending on experience, with the opportunity for increased compensation through our bonus program. As the Client Experience Representative, you will support key organizational objectives and have key responsibilities such as: - Deliver exceptional customer support maintaining our Service Level Agreements for response time and case resolutions for all product offerings via ticket replies, phone and video calls. - Create and deliver engaging customer trainings for our complete suite of product offerings, providing customers with the information required to successfully deploy their testing programs. - Support the continuous improvement of our knowledge center and ticketing platform to ensure that both internal and external facing training & support content is relevant to guide all stakeholders. - Support revenue-generating activities, including routine customer outreach, issuing quotes, and facilitating transactional sales to ensure customers can maintain their testing programs. - Support the Client Success model through ownership of day-to-day Key Account support activities, including order processing, technical inquiry management, escalation support and other client-facing activities, while partnering with Key Account Managers to deliver a seamless, high-touch client experience. - Support sales administration and customer onboarding processes, including new customer setup, export compliance documentation, account maintenance, and related workflows that enable a seamless client experience. - Maintain and foster strong collaborative relationships with customers and internal teams, including Sales, Applications, and Support Teams. - Other duties, as assigned. Qualifications - 1-3 years of experience working in a customer-facing role. - Intermediate proficiency in Microsoft Excel. - Ability to manage multiple priorities in a fast-paced environment. - Commitment to delivering a consistent, high-quality customer experience. - Ability to build and maintain strong relationships with clients and internal teams. - Experience using CRM systems, ticketing platforms, or customer support tools is considered an asset. - Educational background in Business or Science is considered an asset. Benefits - Generous paid time off policies, such as 5 paid flex/sick days, 2 volunteer days, and 3-weeks paid vacation and 11 paid holidays. - Group RRSP plan with 3% company matching contributions. - Firm sponsored social events. - Opportunities for performance bonus pay based on target achievement. - Eligibility for health, dental, vision, life, critical illness, AD&D, and LTD benefits (family and single coverage) along with mental health resources and an Employee Assistance Program.

• Participate in client onboarding sessions. • Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities. • Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent. • Partner with the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs. • Run client enablement and support sessions. • Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client. • Serve as a dedicated case manager for confirmed identity theft incidents. Handle the end-to-end resolution process so the client does not have to navigate the bureaucracy alone. • Assist in the restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud. • Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested. • Manage and record client interactions within the BlackCloak set of Client Success tools. • Contribute to client communications and education initiatives. • Maintain working knowledge of BlackCloak’s solutions, platform features, and best practices. • Support external and internal customer-facing initiatives and events. There is a potential for limited travel. • Participate in on-call shifts for client support, including nights and weekends, or as needed.

Role Description We’re looking for a Senior Client Services Manager to source, win the work, and grow high-value client partnerships. This is a revenue-carrying, sales-forward role with full ownership of pipeline, quota, and new business outcomes—you are expected to generate opportunities, move deals forward, and win new business. You will: - Prospect marketing, brand, and creative leaders at mid-market and enterprise companies. - Lead discovery and pitch conversations. - Partner with Creative Directors and Strategists to shape proposals. - Focus on building relationships that grow over time—from initial projects to longer-term partnerships. You come from a creative agency environment and are fluent in how creative work gets made—from strategy and concepting through production and delivery. You can confidently guide conversations with CMOs, Heads of Brand, and Marketing leaders, and connect creative work to business outcomes. You’ll work across SketchDeck, Markacy, Futureman, and 24 Seven to deliver integrated creative solutions and unlock larger, more strategic opportunities. This role reports to the SVP, Client Services. Qualifications - 7+ years in client-facing roles within a creative agency, with experience selling creative services. - Proven track record of carrying and hitting quota ($2M+ annually preferred). - Experience building pipeline through outbound prospecting. - Strong creative fluency—comfortable speaking to branding, campaigns, digital experiences, content, and production. - Working knowledge of creative tools and workflows (Figma, Adobe Creative Suite, digital/web production). - Comfortable leading client presentations and pitches, with the ability to win the work. - Experience scoping, pricing, and negotiating SOWs ($100K–$1M+ deal sizes). - Proven ability to grow accounts and expand relationships over time. - Strong written and verbal communication—clear, direct, and confident. - Experience navigating executive-level conversations and complex stakeholder environments. - Ability to collaborate across creative, strategy, and operations to shape solutions that are both compelling and executable. Requirements - Own your pipeline end-to-end—from prospecting through close and expansion. - Build pipeline through outbound efforts; you generate your own opportunities. - Identify and engage key decision-makers across marketing, brand, and creative teams. - Lead discovery and pitch conversations to win the work. - Advance opportunities with clarity, urgency, and strong follow-through. - Grow accounts by identifying opportunities across teams, regions, and workstreams. - Expand engagements into more integrated, long-term partnerships. - Maintain disciplined CRM hygiene and provide accurate weekly forecasts. - Partner with Markacy, Futureman, and 24 Seven to co-sell and expand opportunities. Benefits - Base Salary: $90k + with uncapped commission. - Year One OTE: $150K+ - Year two OTE: $250K+ as you build your book of business. - Health insurance (medical, dental, and vision). - 401(k) with company match. - Fully remote working environment (established pre-COVID and continuing forward). - Paid time off that grows with tenure. - Annual company retreat. - Computer hardware of your choice (up to $1,500). - $500 towards your office setup expenses. - To work with a talented team of designers, team members, and engineers.

Role Description The Client Service Team Lead plays a pivotal role for clients within a pooled service model, supporting day-to-day service needs. This role delivers advanced client service support, operating with a high degree of autonomy to resolve complex client issues. This position may act as a functional lead by coordinating and guiding the work of others to drive operational efficiency without formal supervisory responsibility. How you'll make an impact - Operational Leadership: - Work autonomously within established procedures to provide efficient and effective service to clients. - Serve as a key resource for guidance on complex client issues. - Provide training and mentorship to other Account Representatives. - Client Service & Relationship Management: - Ensure timely and accurate delivery of service while building strong relationships with clients and carriers. - Serve as the primary escalation point for client inquiries and concerns. - Act as a Subject Matter Expert on product and service offerings. - Strategic Contribution: - Support the development and implementation of strategies to enhance the Pooled Services Model. - Utilize data and analytics to provide insights and feedback to leadership on client trends, operational challenges, and workflow challenges. - Renewal Process: - Manage the entire end-to-end renewal process including: - Reviewing policies for accuracy and relevance. - Updating client information as needed. - Ensuring timely delivery of renewal documents to clients. - Complete renewals independently, without sales support, and ensure seamless delivery to clients. - Remarket Support and Escalations: - Provide remarketing solutions to clients to find the best coverage and pricing options. - Act as an escalation point for more complex remarketing solutions. - Risk Review with Client: - Conduct risk assessments with clients to identify exposures and recommend appropriate coverage solutions. - Cross-Sell & Rounding Accounts: - Support sales efforts by identifying opportunities to cross-sell or round out accounts to ensure comprehensive coverage for clients. - Conflict Resolution: - Ability to deescalate client issues with empathy and professionalism, ensuring timely resolution and customer satisfaction, particularly in high complexity situations. - Complexity / Autonomy: - Manage and resolve highly complex accounts with a high degree of independence. - Apply advanced knowledge of procedures, tools, and insurance concepts. - Exercise sound judgement when navigating competing priorities, ambiguous situations, and cross-functional dependencies. - Act as a key contributor through individual performance and leadership influence. Qualifications - 3-5 years of experience in insurance experience required. - Strong understanding of insurance marketing, renewals, carriers, and claims processes. - Demonstrated ability to support complex accounts and resolve advanced service issues. Requirements - Expert knowledge of insurance products, policy structures, and coverage. - Highly proficient in technology and workforce management systems. - Excellent communication and interpersonal skills, with the ability to explain complex topics clearly. - Client-focused mindset with the ability to build relationships and trust quickly. - Advanced problem solving and analytical skills. - Collaborative mindset with the ability to lead through influence. Benefits - Medical/dental/vision plans, which start from day one! - Life and accident insurance. - 401(K) and Roth options. - Tax-advantaged accounts (HSA, FSA). - Educational expense reimbursement. - Paid parental leave. - Digital mental health services (Talkspace). - Flexible work hours (availability varies by office and job function). - Training programs. - Gallagher Thrive program – elevating your health through challenges, workshops, and digital fitness programs for your overall wellbeing. - Charitable matching gift program. - And more...