Client Success Specialist

Position Summary

The Client Success Specialist will be an integral part in maintaining strong ongoing relationships with our clients by quickly and thoughtfully responding to inquiries, requests and tasks. Growing in this role will lead to opportunities in Client Success Management or similar.

Accountabilities:

• Support building owners, and Property Managers in partnership with Metergy Client Managers
• Work with all stakeholders and establish productive relationship as a trusted partner, both internal and external
• Perform first level screening and resolution of client queries
• Ensure timely and accurate summary of client inquiries to Client Managers to support inquiry resolution when escalating
• Obtain documentation relating to inquiries supporting property stakeholders, conveying relevant information to Client Managers and various internal teams
• Assist in outreach programs and client communications that enhance Metergy’s program delivery
• Provide supplemental Metergy training supporting enrollment or billing activities, as required
• Attend meetings by request to represent Metergy and/or provide education to internal and external stakeholders
• Actively participate in internal meetings, providing status reports verbal or written status updates
• Analyze and audit data while resolving typical inquiries using technical or non-technical resources
• Collaborate with cross-functional work teams, both internal and external
• Maintain process and procedures for delivery of outreach programs for all utility types
• Share or produce reports related to enrollments, consumption, billing, and remittances, as requested or required
• Proactively identify and make recommendations for business improvement processes
• Maintain customer files on proprietary databases, updated to current, as necessary
• 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:
• Post-secondary education or equivalent work experience and/or prior related work experience in utility metering or billing
• New Grads are welcome to apply!
• Having direct B2B client interaction experience is a strong asset
• Excellent planning, organization, and communication skills, both written and verbal, with ability to confidently present information to internal and external teams, Property Managers, etc.
• Strong proficiency in MS Office applications, particularly Excel, PowerPoint, Sharepoint, and familiarity with Salesforce
• Demonstrated ability to work independently within compressed timelines
• Ability to prioritize, solve, and where appropriate, escalate problems
• Strong decision making and analytical skills