Client Success Manager

Wyse Meter Solutions Inc. provides turnkey submetering and utility expense management services to property managers, building owners and developers across Canada. Wyse is unique in its ability to provide energy consumption transparency and accountability to its customers.

The Manager of Client Success is responsible for overseeing and managing the coordination, communication and interaction between Wyse and its clients. This position will help build and nurture strong client relationships. This individual will also be tasked with creating initiatives to manage, support and develop the client success team, including appraisals and personal development.

Key Responsibilities

Education & Outreach

• Manage the Client Success team and monitor their progression in meeting annual KPI’s.
• Develop communication material for customers and clients and coordinate the distribution of such material to improve overall client communication.
• Proactively manage and support the customer portfolio by building strong relationships, ensuring product adoption, and driving value to maximize retention and growth opportunities
• Develop and manage training programs for Property Managers and Customers (Unit holders).
• Empower direct reports to build strong relationships with client contacts to respond to day-to-day requests.
• Oversight and development of ongoing client analysis and reporting.
• Identify and implement process improvement opportunities to streamline communication and workflows between customers, clients, and internal departments.

Client Success

• Key point of contact for Wyse’s clients on post-sales and post-implementation throughout the contract execution lifecycle.
• Serve as a resource to hand escalated client issues and assist team with investigating and resolving their concerns.
• Support in the development of procedures and policies for handling of client correspondence and client requests.
• Monitor Wyse General Inquiries portal and assign inquiries for action to direct reports, ensuring resolution within defined SLA.
• Monitor business and process metrics to determine performance of client responsiveness and client satisfaction.
• Coordinate client needs and requests with Wyse’s internal departments (Billing, Finance, Sales, Operations, Legal) to address client success inquiries.
• Provide support and direction as it relates to:
  • Client presentations, annual/quarterly client reviews
  • Development of standard and ad-hoc reporting and analysis of client portfolios
  • General client inquiries
• Coordinate with billing department, operations and IT for any client billing issues, rate enquiries, bulk bill requirements, regulations and other billing questions that arise.
  
• Other duties relevant to the position will be assigned as required.

Required Education & Qualifications

• Minimum 5 years in customer service with strong focus on building customer, client, supplier and inter department relationships.
• 5 years’ experience in Unit Sub-Metering or Utility Management highly preferred.
• 5 years’ experience in Account Management preferred.
• University Degree or similar.
• Proficient in Microsoft Suite, ERP systems and CRM software.

Benefits of Working at Wyse

• Be part of a company that is certified as a Great Place to Work 
• Give back to the community through our Wyse Helping Homes Program
• Open yourself to amazing opportunities for career and professional development
• Participate in our RRSP program 
• Enjoy our employee perks in retail, travel, restaurants and many more
• We offer an Employee Assistance Program 
• Join us in our quarterly employee social events
• Be part of a collaborative environment 
• Free parking
• TTC accessible

Our Values at Wyse

• We strive for quality and excellence in everything we do.
• We are proactive and understand our stakeholders' needs, providing innovative solutions to meet them.
• Our priority is ensuring a safe work environment, where the safety of our employees and stakeholders comes first.
• Our people are industry leaders, setting standards in the submetering and utility expense management sectors.
• We foster a positive team environment where we work as one toward common goals, continually encouraging career growth and development.
• We provide consistent, clear communication, ensuring transparency at every stage of the project.

Wyse welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

While we value diversity and welcome applications from qualified candidates, please understand that we cannot provide assistance with LMIA-related matters.