Contract, Customer Energy Management Associate

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Contract, Customer Energy Management Associate

Posting Date: Oct 29, 2026

Location: Toronto, ON, CA

Expected Salary Range: $80487 - $100609 Annually

The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate's experience, education, training, and alignment with the role's requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

The Contract, Customer Energy Management Associate is a customer-focused professional who supports the delivery of energy management programs, customer initiatives, and account management activities for their assigned portfolio of customers (e.g. commercial, institutional, municipal, and multi-residential customers, residential). Working as part of a cross-functional team and reporting to the Manager, Customer Energy Management, the Associate helps customers identify opportunities, navigate programs and services, and achieve their energy, operational, and long-term business objectives. The role combines customer relationship management, program support, project coordination, analytical reporting, and stakeholder engagement responsibilities. The Associate manages a portfolio of accounts while supporting broader customer strategies and initiatives led by senior team members. The role contributes to program attainment, customer insights, performance reporting, and the delivery of a consistent and high-quality customer experience.

This posting is for an existing vacancy.

KEY RESPONSIBILITIES:

• Manages a portfolio of customer accounts, serving as a primary point of contact for routine inquiries, program participation, and customer support activities.
• Supports customers in identifying and accessing Toronto Hydro programs, services, incentives, and energy management opportunities.
• Builds and maintains effective relationships with customers and internal stakeholders to support customer satisfaction and achievement of customer objectives.
• Collaborates with team members and subject matter experts to coordinate customer engagement activities, project milestones, and action plans.
• Supports the implementation and delivery of customer energy management programs and initiatives, including tracking milestones, deliverables, participation levels, and program outcomes.
• Assists in the development of customer profiles, account plans, presentations, business cases, reports, and communication materials.
• Supports monthly and quarterly reporting activities through the collection, validation, and analysis of customer, portfolio, and program performance data.
• Identifies trends, opportunities, risks, and customer insights that support improved decision-making, customer engagement, and program effectiveness.
• Coordinates customer outreach activities, workshops, webinars, and stakeholder engagement initiatives.
• Monitors customer commitments and follow-up actions to ensure timely resolution and a positive customer experience.
• Supports departmental business planning, KPI tracking, forecasting activities, and continuous improvement initiatives.
• Conducts research on industry trends, customer priorities, emerging technologies, funding opportunities, and energy management best practices.
• Maintains accurate customer records, program documentation, and reporting information in departmental systems and databases.

REQUIREMENTS:

• Undergraduate degree in Business, Energy Management, Environmental Studies, Sustainability, Engineering, Economics, Public Administration, or a related discipline.
• Minimum three (3) years of relevant professional experience in customer service, account management, program delivery, project coordination, energy management, sustainability, utility operations, or a related field.
• Knowledge of electricity conservation programs, electrification initiatives, energy management principles, or utility operations is considered an asset.
• Demonstrated customer relationship management and stakeholder engagement skills.
• Strong customer orientation with a commitment to delivering an exceptional customer experience.
• Excellent organizational skills with the ability to manage multiple priorities and deadlines.
• Strong analytical and problem-solving skills with the ability to identify trends and develop actionable recommendations.
• Experience preparing reports, presentations, performance metrics, and customer-facing materials.
• Ability to interpret data and translate findings into meaningful customer and business insights.
• Strong verbal and written communication skills.