Client Success Manager

Enercare Inc.; Markham; On-site; CAD 59,000 - 96,000; Full time

Job summary

A leading home services company in Markham is seeking a Client Success Manager for Business Markets. This full-time role focuses on fostering strong relationships with clients, ensuring satisfaction, and identifying growth opportunities. Candidates should possess strong customer service skills, with a background in utility billing preferred, and have a minimum of five years of business-to-business experience. The position offers a salary range of $59,564 to $95,302, reflecting skills and experience.

Qualifications

• Minimum of 5 years’ experience in a customer service role with a business-to-business focus.
• Enercare or utility billing experience preferred.
• Exposure with CRM databases like Salesforce.com.

Responsibilities

• Develop strong relationships with assigned clients.
• Identify upselling opportunities and collaborate with different teams.
• Oversee onboarding processes for new accounts.

Skills

Outgoing and service-oriented

Excellent written and verbal skills

Decision making and analytical skills

Ability to manage conflict

Influential and negotiation skills

Education

University/College preferred

Tools

MS Office

CRM databases (Salesforce.com)

Job description

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Role: Client Success Manager – Business Markets

Status: Full Time, Regular

Location: Markham office

Compensation: $59,564 - $95,302

Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

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 inquiries. The Client Success Management team acts as first point of contact for general inquiries 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, elevate 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.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.