Client Onboarding Success Manager

Metergy Solutions; Markham; On-site; CAD 70,000 - 90,000; Full time

Job summary

Metergy Solutions is looking for an experienced Client Success professional to drive effective onboarding for our clients. In this role, you will foster relationships, optimize processes, and analyze data to enhance our services. This is a unique opportunity to help our clients effectively utilize our submetering solutions while enjoying robust benefits and a supportive work environment.

Benefits

100% company covered health and dental benefits

Deferred Profit Sharing Plan (DPSP) and RRSP Matching

Coverage of annual fees for professional designation

Paid personal and sick days

Summer hours

Company sponsored social events

Qualifications

• Minimum 5+ years of experience in client success or project management.
• Proven track record of building successful client relationships.
• Strong analytical skills to resolve complex issues independently.

Responsibilities

• Maintain strong client relationships during the onboarding process.
• Communicate aspects of billing programs and provide expert guidance.
• Optimize service commencement processes for improved efficiency.

Skills

Client Relationship Management

Project Management

Critical Thinking

Analytical Skills

Communication

Process Optimization

Tools

CRM databases

Microsoft Office

Job description

About Metergy Solutions Inc. (“Metergy”)

As one of North America’s most experienced submetering providers, Metergy Solutions has brought turnkey solutions to clients for over 20 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multifamily and commercial buildings, and bills and collects the utility consumption.

Our innovative Submetering as a Service (SaaS) model generates long-term recurring revenue and has been proven to reduce in-suite energy consumption by an impressive 40%, significantly advancing our clients' decarbonization efforts. This outstanding performance has enabled Metergy to issue green bonds and secure green financing, fueling our sustained growth and creating extraordinary career opportunities for our team.

As the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy boasts over 850,000 contracted meters, issues more than 2 million utility invoices annually, and employs over 400 dedicated team members. Our successful acquisitions have consistently exceeded expectations, unlocking immense growth potential.

Metergy is proudly a portfolio company of Brookfield Infrastructure Partners, one of the world’s largest investors, owners, and operators of infrastructure assets across the utilities, transport, energy, data, and sustainable resources sectors. This partnership provides Metergy with access to substantial capital, infrastructure investment expertise, and a global reach, positioning us for continued success and innovation.

Our Mission

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good.

We are proud to be certified as a Great Place to Work, reflecting our ongoing commitment to cultivating a respectful, inclusive, and high-performing workplace where people thrive.

Role Overview

You will be at the forefront of ensuring a seamless service commencement for our onboarding clients. This role demands a strong collaborative approach with our clients and internal teams, with a specific focus on advancing key performance indicators, particularly Metergy's "Onboarding Score". Your critical thinking abilities, capacity to work independently and with a team, ability to forge strong B2B relationships and strong project management skills will be pivotal in achieving success in this role.

Key responsibilities:

• Maintain strong relationships with assigned clients, serving as the primary point of contact during the onboarding process
• Act as a trusted advisor to clients, providing expert guidance and thought leadership, and serving as the escalation point for critical client issues.
• Communicate all aspects of Metergy’s billing program from onboarding through services reconciliation and hand off to an assigned Client Success Manager

• Continuously assess and optimize processes related to service commencement for improved efficiency.
• Work closely with cross-functional teams, including sales, marketing, engineering, and production, to ensure customer needs are met and feedback is incorporated into service delivery, serving as an internal client advocate.

• Provide education on Metergy or client programs, including regulatory requirements, to internal and external stakeholders as required
• Provide tailored reports, project plans, and value-added programs for clients, with support from cross-functional teams.
• Play an active role in supporting and enhancing key performance indicators, with a specific focus on Metergy's Onboarding Score
• Resolve complex challenges and issues that may arise during the commencement of billing services.
• Analyze data to identify trends and patterns that could inform improvements in the service commencement process, including root cause analysis.
• Participate in special projects, initiatives, sales calls, and other opportunities as assigned.
• Travel to clients to host and attend key moments like QBRs, kickoffs, condo board meetings and more.

Qualifications:

• Minimum 5+ years of experience in client success, project management, or related field
• Proven track record of building and maintaining successful client relationships
• Strong critical thinking and analytical skills to resolve complex issues independently.
• Excellent written and verbal communication skills, with the ability to convey complex information effectively.
• Direct experience with the creation of customer and client-facing communications, delivery of presentations to wide audiences, and communication of complex topics to future or current clients.
• Comfortable dealing with clients and internal groups or roles at all organizational levels
• A keen eye for process optimization and the ability to suggest and implement improvements
• Ability to prioritize, problem-solve, and, when necessary, escalate challenges or opportunities.
• Experience working in a fast-paced, high-growth environment.

• Real estate experience or working with property developers and building property management is an asset.
• Exposure to CRM databases (Salesforce and CC&B, etc.) and/or Microsoft Office applications is an asset.
• Ability to travel as needed to meet with clients.

Benefits & Perks

• 100% company covered heath and dental benefits from day 1

• Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching

• Grow with us! We cover annual fees for your professional designation

• Paid personal and sick days on top of your vacation

• Summer hours to enjoy the weather

• Company sponsored social events & more!

Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.