Client Success Manager

4 days ago

Markham, Ontario, 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

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

Accountabilities:

Client Relationship Management

  • Serve as the primary liaison for assigned accounts, ensuring client needs are met effectively and promptly.
  • Develop deep understanding of client goals, challenges and industry trends to provide tailored solutions.
  • 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.

Account Growth and Retention

  • Identify upselling and cross-selling opportunities to expand the portfolio of products and services.
  • Collaborate with sales, marketing and product teams to present value-driven solutions that address client needs.
  • Proactively address potential risks or challenges to ensure high client retention and satisfaction.
  • Propose and recommend proactive retention strategies & devise processes for managing key accounts such as Property Managers, Condo Board, Community Housing and Landlord.

Onboarding and Implementation

  • Oversee onboarding processes for new accounts, ensuring smooth implementation of products and services.
  • Provide training, resources and best practices to help clients maximize the value of their investments.

Performance Monitoring and Reporting

  • Track and analyze account performance metrics, delivering updates to clients on progress toward goals.
  • Provide tailored reports, and value-added programs for the Client as required, with support from cross functional teams at Enercare.
  • Create custom reports and dashboards to identify areas for improvement.
  • Provide ongoing competitive analysis to ensure identification of changing market condition.

Cross-functional Collaboration

  • Act as the voice of the client internally and providing feedback to the operation teams.
  • Partner with support and technical teams to resolve client issues quickly and efficiently.
  • Relay billing programs tailored to diverse audiences including Developers, Builders, Property Managers, and other stakeholders, both internal and external

Client Advocacy and Success Planning

  • Develop client success plans that outline measurable goals, milestones and strategies for long-term success.
  • Advocate for clients' needs during internal discussions and roadmap planning.
  • Support Enercare in the development and execution of account growth strategies.

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

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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