Director, Client Success

3 days ago

Edmonton AB TJ N, Canada York Group Full time US$65,000 - US$120,000 per year

About York

At York, we are bold, fast, and relentlessly focused on what matters: our clients.

While others get lost in the bureaucracy and outdated thinking, we cut through the noise. We challenge the status quo, move with urgency, and make decisions that serve our clients, not just our bottom line. We take full ownership, work together to solve complicated problems, and execute - no excuses, no shortcuts.

This is not the place for complacency. Our team thrives in a high-performance, no-BS environment - we are a group of high performers who think critically, move fast, and follow through. The success of our business depends on the willingness of our team to ditch antiquated ways of operating and adapt new methods for achieving excellent results.

This is who we work. This is how we win.

Position Summary

The Director of Client Success leads the department to deliver projects on time and on budget. This simple mandate requires the Director to effectively manage change, foster open communication, coordinate between stakeholders, and resolve issues. This individual aligns departmental and organizational goals and objectives and collaborates with leadership and management groups to do so.

Key Responsibilities

  • Serves as primary point of contact for York's Leadership Team, providing regular updates on project status, milestones and key deliverables

  • Engage with Management and Leadership teams to support York's vision

  • Develop and implement strategies to ensure the successful execution of projects and client relationships in alignment with York's goals and objectives

  • Provide oversight and guidance on all projects, ensuring adherence to timelines, budget and quality standards

  • Collaborate with relevant stakeholders to resolve issues and client escalations

  • People Management activities including but not limited to hiring, terminations, mentorship, training, and performance management

  • Lead, mentor and inspire the Client Success team to achieve high performance and professional growth

  • Continuously assess and improve processes to enhance efficiency and effectiveness

  • Collaborate with Finance and Accounting teams to manage project budgets to ensure financial objectives are met

  • Hold self and team accountable regarding KPI's and ensuring performance metrics are met

  • Foster collaboration and communication across all departments to ensure a seamless tenant journey

  • Other duties as assigned

What you bring to York

  • Minimum 5 years' experience in a similar role

  • Minimum 2 years' people management experience preferred

  • Previous experience using Yardi and Construction Manager preferred

  • Ability to forge, grow and maintain positive relationships with multiple groups

  • Ability to remain objective and maintain a factual perspective when dealing with questions and inquiries

  • Sense of urgency and able to manage multiple priorities simultaneously and meet the time demands of unpredictable activities; capable of handling pressure and challenges in a dynamic business environment

  • Strong analytical, critical thinking, troubleshooting, and problem-solving skills, and a high degree of accuracy with attention to detail

  • Highly developed interpersonal, communication, and organizational skills

  • Ability to deliver a message to a large group

  • Ability to motivate and inspire action from others

  • Ability to work collaboratively with a positive attitude

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