Contracts Manager overseeing procurement processes and contract compliance for Land Use Victoria. Collaborating with internal teams and external vendors to manage contract performance and risks.
About the role
- Senior Manager, Onboarding Success leading team initiatives and ensuring client satisfaction. Overseeing onboarding processes and developing strong client relationships across North America.
Responsibilities
- Project Management acumen: Ability to prioritize, solution and deliver a wide range of onboarding needs on time, within budget and inside applicable regulatory frameworks
- Deepen Client Relationships: Build and maintain strategic relationships with key US clients, serving as a trusted advisor to ensure long-term satisfaction and retention
- Deliver Seamless Service: Collaborate closely with internal teams to ensure smooth onboarding and delivery of services to our clients including ensuring accurate first-time invoicing and remittances, and white glove handoffs of new sites to Customer Success
- Lead and Develop Talent: Manage and coach a team of direct reports, fostering a culture of accountability, customer focus, and performance excellence.
- Partner with internal stakeholders: identify, solution and overcome internal roadblocks to ensure a smooth onboarding experience for our clients
- Client Advocacy: Serve as the escalation point for critical client issues, ensuring timely resolution and proactive communication.
- Deliver Key Touchpoints: Lead executive-level engagements such as quarterly business reviews (QBRs), project kickoffs, and property or condo board meetings.
- Client Communication Strategy: Design and implement client outreach programs and communication strategies that strengthen client confidence and showcase Metergy’s value.
- Onboarding Success Metrics: Develop KPIs to track team performance, client health, and overall program impact.
- Champion Best Practices: Stay informed on industry trends and apply insights to continuously improve onboarding success strategies and service models.
Requirements
- 3+ years leading a front-line team
- 5+ years in client success, account management, or a related field
- 3+ years of strong Project Management experience
- Strong communicator with executive presence and experience managing client relationships.
- Skilled at translating complex topics into clear, client-facing communications and presentations.
- Proven ability to lead high-performing teams and drive client satisfaction.
- Experience collaborating across internal teams to deliver seamless service.
- Proficient in Salesforce or similar CRM tools.
- Creative problem-solver with strong business acumen.
- Comfortable in fast-paced, high-growth environments.
- Willing to travel for client meetings and key engagements.
- Real estate or property management experience is an asset.
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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