The Role
The Onboarding Success Manager will ensure seamless service commencement for clients, focusing on building relationships, optimizing processes, and achieving performance metrics during onboarding.
Summary Generated by Built In
About Metergy Solutions, LLC. (“Metergy”)
Metergy has the energy, rapid growth and excitement of a startup, together with a rock-solid, recession-proof business that has a 45 year track record. We’re a technology company that drives huge carbon emission reductions. This is a once-in-a-career opportunity.
As one of North America’s most experienced submetering providers, Metergy has brought turnkey solutions to clients for over 45 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multi-residential and commercial buildings, and bills and collects for the cost of commodities and administrative charges for the services provided. The business model allows for long-term recurring revenue through an innovative Submetering as a Service (SaaS) model. Submetering is proven to reduce in-suite energy consumption by 40%, driving decarbonization efforts for Metergy’s clients. This performance has enabled Metergy to issue green bonds and obtain green financing.
Positioned as the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy has more than 900,000 contracted meters, issues over 4M utility bills annually and has over 500 team members. Metergy is a portfolio company of Brookfield Infrastructure Partners. 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.
At Metergy, we don’t just believe in our people; we champion them. When individuals feel valued, supported, and inspired to grow, incredible things happen. That’s why we’re thrilled to be recognized as a Great Place to Work for the second consecutive year! This achievement reflects our unwavering commitment to building a workplace that’s respectful, inclusive, and high-performing.
Come be part of a team that leads with passion, thrives on positivity, and delivers with precision. We’re proud of who we are and even prouder of where we’re headed.
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.
Benefits & Perks
• 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
Metergy is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. We strive to create an inclusive and diverse workplace for all.
Top Skills
MS Office
Salesforce
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The Company
What We Do
Enercare Connections is now Metergy Solutions.
As one of North America’s most experienced submetering providers, we’ve brought turnkey solutions to our clients for over 15 years, with 330,000 services under contract and 2,000,000 utility invoices issued annually. Our call centre, sales, engineering, commissioning, and billing are all under one roof – so we have you covered from design, to implementation to billing.
Metergy Solutions Inc. is a portfolio company of Brookfield Infrastructure, one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors.
