Hybrid Onboarding Success Manager

at Metergy Solutions

• Job title: Onboarding Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$70,000 - CA$90,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Toronto, Canada

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