Client Onboarding Success Manager

Metergy Solutions Inc.; Markham; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading submetering company in York Region is seeking an experienced Client Success Manager. This role involves ensuring a seamless onboarding process for clients, requiring strong project management, analytical, and communication skills. The ideal candidate will have over 5 years of experience in client success and proven success in relationship management. Benefits include comprehensive health coverage and retirement plans.

Benefits

100% company-covered health and dental benefits

Retirement plans with matching

Support for professional development

Paid personal and sick days

Summer hours and social events

Qualifications

• Minimum 5+ years in client success, project management, or related fields.
• Proven success in building and maintaining client relationships.
• Excellent communication skills, both written and verbal.

Responsibilities

• Maintain strong relationships with clients during onboarding.
• Act as a trusted advisor for critical issues.
• Collaborate with teams to meet customer needs.

Skills

Critical thinking

Project management

Relationship-building

Analytical skills

Communication skills

Tools

Salesforce

MS Office

Job description

About Metergy Solutions Inc. (“Metergy”)

As one of North America’s most experienced submetering providers, Metergy Solutions has delivered turnkey solutions for over 20 years. We supply, install, and remotely read meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multifamily and commercial buildings, billing and collecting utility consumption.

Our innovative Submetering as a Service (SaaS) model generates long-term recurring revenue and has been shown to reduce in-suite energy consumption by 40%, significantly supporting our clients' decarbonization efforts. This success has enabled Metergy to issue green bonds and secure green financing, fueling our growth and creating career opportunities.

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 team members. Our acquisitions have driven substantial growth and market presence.

Metergy is a portfolio company of Brookfield Infrastructure Partners, which provides us with access to significant capital, infrastructure expertise, and a global reach, supporting our continued success and innovation.

Our Mission

To provide building owners and occupants with accurate, reliable utility data through expert turnkey submetering and billing services, fostering a workplace where our team members are empowered to do meaningful work.

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

Role Overview

This role involves ensuring a seamless onboarding process for our clients. Success requires a collaborative approach with clients and internal teams, focusing on improving key performance indicators, especially Metergy's "Onboarding Score." Strong critical thinking, independence, teamwork, relationship-building, and project management skills are essential.

Key Responsibilities:

1. Maintain strong relationships with clients during onboarding, serving as the primary contact.
2. Act as a trusted advisor, providing guidance and escalation support for critical issues.
3. Communicate all aspects of Metergy’s billing program from onboarding through reconciliation and handoff to the Client Success Manager.
4. Assess and improve onboarding processes for efficiency.
5. Collaborate with sales, marketing, engineering, and production teams to meet customer needs and incorporate feedback.
6. Educate stakeholders on programs and regulatory requirements as needed.
7. Provide tailored reports, project plans, and value-added services with cross-team support.
8. Support and enhance KPIs, especially the Onboarding Score.
9. Resolve challenges during billing service initiation.
10. Analyze data to identify trends and root causes for process improvements.
11. Participate in projects, sales calls, and special initiatives.
12. Travel to client sites for meetings such as QBRs, kickoffs, and condo meetings.

Qualifications:

• Minimum 5+ years in client success, project management, or related fields.
• Proven success in building and maintaining client relationships.
• Strong analytical and critical thinking skills.
• Excellent communication skills, both written and verbal.
• Experience creating client-facing communications and delivering presentations.
• Comfortable interacting with all organizational levels.
• Focus on process optimization and improvement.
• Ability to prioritize and escalate issues appropriately.
• Experience in fast-paced, high-growth environments.
• Real estate or property management experience is a plus.
• Experience with CRM systems (e.g., Salesforce) and MS Office is an asset.
• Willingness to travel as required.

Benefits & Perks

• 100% company-covered health and dental benefits from day one.
• Retirement plans including DPSP and RRSP matching.
• Support for professional development, including covering fees for designations.
• Paid personal and sick days, in addition to vacation.
• Summer hours and social events.

Metergy’s recruitment process accommodates applicants with disabilities. All accommodations are provided upon request.