Job Specifications
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
Reports to: Senior Manager, Client Experience - Business Markets
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 inquires.
The Client Success Management team acts as first point of contact for general inquires 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 Boards, Community Housing and Landlords.
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 conditions.
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.
Other
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 priori
About the Company
Enercare Inc. is one of Canada's largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings. We take pride in continually striving to make a positive impact in the communities we operate in.
Enercare is a company that believes strongly in the he...
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