Client Success Liaison

2 weeks ago

Markham, Ontario, Canada Enercare Inc. Full time

Enercare Inc. is a Canadian-owned company dedicated to delivering exceptional services and solutions to its customers. As a key player in the home and commercial services industry, we are committed to operating responsibly and giving back to our communities.

This role plays a crucial part in building strong business-to-business relationships with assigned clients. By maintaining close client contact and understanding their needs, this position ensures that our clients receive tailored support and solutions through proactive communication and cross-departmental collaboration.

The Client Success Manager team acts as the primary point of contact for general inquiries such as billing, service, and new opportunities from builders, property managers, and commercial customers.

Key Responsibilities:
  • Maintaining regular contact with assigned clients to ensure their satisfaction and address any concerns
  • Tailoring billing programs to meet the diverse needs of developers, builders, property managers, and other stakeholders
  • Supporting Enercare in developing and executing account growth strategies
  • Proposing proactive retention strategies and managing key accounts such as property managers, condo boards, community housing, and landlords
  • Generating opportunities to promote Enercare's full range of products and services
  • Providing ongoing competitive analysis to identify changing market conditions
  • Offering tailored reports and value-added programs for clients, supported by cross-functional teams at Enercare
  • Frequent follow-ups with clients to gauge satisfaction and provide assistance when needed
  • Attending client meetings to represent Enercare
  • Providing education on Enercare or client programs
  • Ensuring timely resolution of all inquiries
  • Acting as a client advocate within Enercare
  • Collaborating to improve and document existing and new processes by discussing recommendations with internal and external stakeholders
  • Maintaining up-to-date customer files on proprietary databases
  • Participating in special projects, sales calls, and other opportunities as assigned
Requirements:
  • A motivated and service-oriented individual with an outgoing personality
  • Enercare or utility billing experience preferred
  • University/College degree or equivalent work experience in a related field
  • At least one year of experience in a customer service role with a business-to-business focus
  • Effective executive presence: Comfortable dealing with clients and internal groups at all organizational levels
  • Excellent written and verbal communication skills
  • Ability to prioritize, solve, and escalate challenges or opportunities
  • Strong decision-making and analytical skills
  • Basic knowledge of utility billing and HVAC industry
  • Proficiency in MS Office, specifically Word, Excel, and PowerPoint
  • Exposure to CRM databases (Salesforce.com etc.)
  • Ability to utilize influential and negotiation skills to build effective relationships
  • Conflict management skills
  • Ability to travel within Ontario

We offer a salary ranging from $70,000 to $90,000 annually, commensurate with experience, as well as comprehensive benefits, a DC Pension Plan, and savings match plan.

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