Onboarding Success Manager

About Metergy Solutions Inc. (“Metergy”)

As one of North America’s most experienced submetering providers, we’ve brought turnkey solutions to our clients for over 15 years. We help our customers effectively manage their utility consumption as we supply, install, and remotely read electricity, water and thermal submeters. Across all building types, retrofit or new construction, we have the knowledge, equipment, and staff to deliver a comprehensive solution from design to implementation to billing. We are focused on maintaining strong customer relationships and value team collaboration to achieve our goals. For more information about Metergy, please visit us online https://www.metergysolutions.com/

Metergy is a portfolio company of Brookfield Infrastructure. Brookfield is one of the world’s largest investors, owners, and operators of infrastructure assets across the utilities, transport, energy, data, and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.

Our Mission

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good.

Role Overview

You will be at the forefront of ensuring a seamless service commencement for our onboarding clients. This role demands a strong collaborative approach with our clients and internal teams, with a specific focus on advancing key performance indicators, particularly Metergy's "Onboarding Score". Your critical thinking abilities, capacity to work independently and with a team, ability to forge strong B2B relationships and strong project management skills will be pivotal in achieving success in this role.

Key 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.

Qualifications:

• 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.

Metergy’s recruitment process includes accommodation for applicants with disabilities.  All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.