Senior Manager - Business Markets Client Experience - #196018

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Job Title: Senior Manager - Business Markets Client Experience

Reporting To: Vice President - Business Markets Sales Operations

Status: Full Time, Regular

Business Unit: Builder Division

Work Location: Markham – Birchmount Office

Position Overview

The Senior Manager, Business Markets Client Experience will play a critical leadership role in ensuring our clients receive the highest level of service and value throughout their engagement with our company. This person will lead a dynamic team responsible for client onboarding, adoption, retention, and expansion. This person will build and manage a high-performing team that is dedicated to helping clients achieve their goals through the effective adoption of our products and services. The Senior Manager will work cross-functionally with internal teams such as sales, product, billing, and support to deliver consistent and tailored experiences that foster long-term relationships.

The ideal candidate will be a dynamic operations leader, driving operational excellence, streamlining processes, leading high performing teams to exceed organizational goals - with a passion for customer success, strong management skills, and a deep understanding of how to cultivate long-term, mutually beneficial client relationships.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and grow a high-performing Client Success team, fostering a culture of collaboration, accountability, and excellence.
• Set clear goals and KPIs for the Client Success team, tracking performance, driving continuous improvement, and holding team members accountable for delivering on client outcomes.
• Develop and implement training programs and professional development plans to ensure the team is equipped with the skills and knowledge to excel.
• Establish a clear vision for the team, setting performance expectations and driving alignment across different functions.
• Coach and mentor team members to develop their careers, provide constructive feedback, and enhance their impact on client success outcomes.
• Cultivate a strong customer-first mindset within the team, ensuring they are empowered to advocate for clients and resolve challenges.
  
  

Client Relationship Management

• Serve as the senior point of contact for key clients, building strong, lasting relationships and acting as a trusted advisor to ensure their satisfaction and success.
• Oversee client onboarding and ensure a seamless transition from sales to implementation, focusing on timely delivery, value realization, and smooth adoption of services/products.
• Proactively monitor client health, identifying and mitigating risks of churn or dissatisfaction, and driving early interventions where necessary.
• Lead quarterly business reviews (QBRs) and other touchpoints with clients to assess the value delivered, identify opportunities for expansion, and reinforce client loyalty.
• Own the strategic direction of client relationships, ensuring our clients derive maximum value from our solutions at every stage of their journey.
• Build and nurture deep, long-term relationships with key client stakeholders, including executives, decision-makers, and users.
• Address escalations or issues with high urgency, employing creative solutions and collaborating with other departments to resolve challenges quickly and effectively.
  
  

Client Success Strategy & Execution

• Define and implement the overall Client Success strategy, ensuring alignment with the company’s mission and growth objectives.
• Develop and refine client segmentation models and tailored success plans that address the unique needs of each client.
• Collaborate with sales, marketing, product, billing and support teams to deliver a consistent and integrated client experience across all touchpoints.
• Develop, implement, and continuously optimize the company’s Client Success strategy to drive retention, satisfaction, and expansion.
• Create tailored success plans for each client based on their unique business goals, challenges, and use cases.
• Define the client lifecycle journey and map out customer touchpoints to ensure a seamless and exceptional experience.
  
  

Retention & Growth

• Lead initiatives to drive client retention, reduce churn, and maximize customer lifetime value (CLV).
• Identify upsell and expansion opportunities within the client base, working closely with the sales teams to execute growth strategies.
• Analyze client feedback and usage data to understand client needs, continuously refine offerings, and inform product development.
• Lead initiatives that drive customer retention, minimize churn, and maximize opportunities for expansion through upselling and cross-selling.
• Partner with the sales team to identify and act on opportunities to grow existing accounts, ensuring long-term client success.
• Oversee renewal processes, ensuring clients are provided with the necessary resources, training, and support to drive contract renewals and retention.
  
  

Salesforce for Business Markets

• Provide leadership to the Salesforce administrators and related team members, ensuring best practices are followed.
• Act as the liaison between business stakeholders and technical teams, translating business needs into Salesforce solutions.
• Oversee customization, configuration, and integration efforts, ensuring alignment with best practices.
• Review and approve platform changes, such as workflows, automations and reports, ensuring they align with business objectives.
• Ensure data integrity and compliance with relevant regulations and organization policies.
• Provide high-level insights to leadership based on Salesforce data, supporting informed decision making.
• Champion training and enablement programs to ensure user proficiency.
  
  

Data-Driven Insights & Reporting

• Use client data and analytics to track success metrics, including customer satisfaction, renewal rates, product adoption, and churn.
• Continuously analyze and improve the Client Success process, leveraging feedback, industry best practices, and performance metrics.
• Provide detailed and actionable reports to senior leadership on team performance, client feedback, and overall client success trends.
  
  

Continuous Improvement & Best Practices

• Continuously assess and refine client success processes, tools, and workflows to improve efficiency and impact.
• Stay up-to-date on industry trends, customer success best practices, and emerging technologies that could drive improvements in customer experience.
• Create and share knowledge within the team, establishing best practices for client onboarding, adoption, and retention.
  
  

Qualifications

Skills & Competencies

• Strong leadership, coaching, and team management skills.
• Exceptional communication, negotiation, and presentation skills, with a demonstrated ability to influence both internally and externally.
• Highly analytical, with the ability to translate customer data into actionable insights and drive performance improvements.
• Problem-solving orientation with a customer-centric approach.
• Highly organized, with the ability to manage multiple priorities and deadlines.
• Experience with customer success platforms, CRM systems (e.g., Salesforce), and data analytics tools.
• Strong business acumen, with experience aligning client goals with business outcomes.
• Ability to work effectively across teams and manage cross-functional projects.
  
  

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.