Client Relationship Manager

About The Ottawa Hospital

Inspired by research and driven by compassion!

The Ottawa Hospital (TOH) is one of Canada's largest learning and research multi-campus hospitals. With more than 1,100 beds and approximately 12,000 staff members, we deliver specialized care to the Eastern Ontario region.

From the compassion of our people to the relentless pursuit of new discoveries, The Ottawa Hospital never stops seeking solutions to the most complex health-care challenges while continually engaging with the community to support our vision for better patient care.

Working together with its research institute, the University of Ottawa, and other partners, the hospital is continually gaining national and international recognition for high-quality patient care, teaching and research, while striving to meet the needs of the culturally diverse community we serve.

Position Information

The Customer Relationship Manager (CRM) is responsible for managing and improving the relationship between Digital Solutions and regional health care partners leveraging our services. The Client Relationship Manager (CRM) leads and manages a program to provide effective and efficient delivery of digital services and solutions, ensuring the standards, objectives and goals of the program and partner sites are met.

The CRM will oversee day-to-day departmental operations, including budgeting and business objectives. In addition, the CRM will work with their team to maintain and improve the delivery of services applicable to their CRM sites, and the overall stakeholder experience. They lead the development of workflow operations, new standards of practice/service for the program, ensure the quality of services, and prioritize continuous quality improvement to enhance operations.

This role leads a team and is accountable for the management of workload assignment, performance monitoring and evaluation, career management, employee support and engagement.

This is a Temporary Full-time position until approximately July 28, 2026.

What You Will Bring

• Bachelor's degree in health administration, health science, or business;
• Minimum of five (5) years of experience in the following:
• Leading and managing complex teams;
• Digital Solutions and Digital Health ecosystem space;
• Managing client sites and interacting with a wider variety of internal and external stakeholders;
• Superior interpersonal and communication skills required to effectively handle major sensitive issues and to manage and motivate staff;
• Excellent leadership, management and coaching skills;
• Exhibits an in-depth knowledge of, and experience in formulating an accurate assessment of emerging client needs and in optimizing service accessibility and delivery to clients;
• Demonstrated capacity to build effective relationships with diverse TOH leaders and stakeholder groups;
• Strong organizational and time management skills and ability to provide direction to others in managing competing priorities and balancing multiple tasks with often unpredictable and short deadlines;
• Ability to hold self and others accountable for roles, responsibilities, and outcomes to ensure the integrity of The Ottawa Hospital and the completion of deliverables in a timely manner;
• Strong focus on customer service, teamwork, and quality;
• Ability to successfully work under pressure and meet tight deadlines;
• Ability to assess performance and identify performance improvement opportunities;
• Ability to troubleshoot and implement solutions or improvements;
• Ability to establish and maintain effective working relationships at all levels;
• Excellent knowledge of job-related software, including Outlook, Word, PowerPoint, Excel, Microsoft Teams, and other O365 tools;
• Strong knowledge and experience with supporting clinical systems in a production environment;
• Knowledge of current and future systems requirements;
• Knowledge of Project Management methodology;
• Knowledge of business practice re-engineering processes;
• Knowledge of Hospital and healthcare business;
• Knowledge of Hospital and departmental policies and procedures.

You will stand out with:

• Master's degree considered an asset (examples include but not limited to MBA, MHA);
• Experience managing client sites and interacting with a wide variety of internal and external stakeholders;
• Proficiency in English and French oral expression (advanced level) and comprehension (advanced level).

What You Can Expect From Us

The Ottawa Hospital is committed to providing a healthy, safe, and inclusive work environment for everyone. We are driven by our purpose to provide each patient with the world-class care, exceptional service and compassion we would want for our loved ones.

We offer an attractive and equitable compensation package including a comprehensive benefits package, a Defined Benefit Pension (DBP) plan, and insurance protection. We also offer discounts from choice providers on a variety of products and services.

The Ottawa Hospital provides various Health and Wellness resources as well as opportunities for personal and professional development opportunities from our in-house Learning and Leadership Development team to help align your goals with your career objectives.

Interested? Apply today!

If you are passionate about what you do, motivated by improving the health of the community, excited by leading-edge medical technology, and as committed to excellence, quality and patient safety as we are, we would like to hear from you. Please submit an on-line application for the position you are interested in. We thank all those who apply but only those selected for further consideration will be contacted.

The Ottawa Hospital is an equal opportunity employer. Upon request, accommodations due to a disability are available throughout the recruitment process.