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Client Success Manager

4 months ago

Markham, Canada Enercare Inc. Full time

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work

Role: Client Success Manager
Status: Full Time, Regular
Reports to: Manager, Property Management Operations
 Department: Channel Partners and Strategic Accounts
Location: Hybrid - Markham (Occasional Travelling Required)

Summary:

The Client Manager role develops strong, positive, business to business relationships with assigned clients. This is achieved through maintaining close client contact, understanding the client’s needs, their strategic direction, and collaborating within Enercare to provide cross departmental support on client focused solutions. Success in this role requires excellent client service through proactive communication, facilitation of client requests, and working across Enercare to resolve inquiries.

The Client Management team acts as first point of contact for general inquiries such as billing, service, and new opportunities etc. for Builders, Property Managers, and Commercial Customers.

Accountabilities:

  • Maintain contact with assigned clients at regular intervals
  • Relay billing programs tailored to diverse audiences including Developers, Builders, Property Managers, and other stakeholders, both internal and external
  • Support Enercare in the development and execution of account growth strategies
  • Propose and recommend proactive retention strategies & devise processes for managing key accounts such as Property Managers, Condo Board, Community Housing and Landlord.
  • Proactively generate opportunities and to promote Enercare’s full breadth of product and services.
  • Provide ongoing competitive analysis to ensure identification of changing market condition
  • Provide tailored reports, and value-added programs for the Client as required, with support from cross functional teams at Enercare
  • Following up with clients on a monthly or quarterly basis to gauge satisfaction and assist as needed
  • Attend client meetings by request to represent Enercare
  • Provide education on Enercare or client programs
  • Ensure timely resolution of all inquiries
  • Act as client advocate with other departments
  • Collaborate to improve and document existing and new processes by discussing recommendations with internal and external stakeholders at various levels of respective organizations
  • Maintain customer files on proprietary databases, updated to current, as necessary
  • Participate in special projects, initiatives, sales calls, and other opportunities, as assigned

Qualifications:

This position requires an outgoing, highly motivated, service-oriented self-starter with:

  • Enercare or utility billing experience preferred
  • University/College preferred or equivalent work experience in related field
  • Minimum of 5 years’ experience in a customer service role with a business-to-business focus
  • Effective executive presence: Comfortable dealing with clients and internal groups or roles at all organizational levels
  • Excellent written and verbal skills
  • Ability to prioritize, solve, and where appropriate, escalate challenges or opportunities
  • Strong decision making and analytical skills
  • Basic knowledge of utility billing and HVAC Industry is an asset
  • Proficiency with MS Office, specifically Word, Excel, and PowerPoint
  • Exposure with CRM databases (Salesforce.com etc.)
  • Utilize influential and negotiation skills and build effective relationships
  • Ability to manage conflict
  • Ability to travel within Ontario

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

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