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Client Success Manager

4 months ago

Toronto, Canada Enercare Inc. Full time

Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings.
We are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and our ambitions, we embrace change, and support our team members along the way.

Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.

Summary

The Client Success 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 1 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.