Customer Success Manager enhancing client outcomes through bridge building in facility management software. Supporting public organizations with a focus on relationship management and software training.
About the role
- Onboarding Success Manager leading client onboarding processes at Metergy, a technology company focused on submetering solutions. Collaborating with internal teams to enhance service delivery metrics.
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.
Requirements
- 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
- Excellent health coverage and life insurance benefits – no waiting period!
- Company-paid Long-Term Disability and Basic Life Coverage
- Flexible Spending Account (FSA) options
- 401K plan with immediate company match
- Generous Paid Time Off Plan plus 10 paid holidays
- Summer hours to enjoy the weather
- Regular Social events - happy hours, summer & holiday parties, & more
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