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Client Success Manager

2 months ago

New York, New York, United States Metergy Solutions Full time
About the Role

Metergy Solutions is seeking a highly experienced and dynamic Client Success Manager to join our team. This pivotal role is responsible for managing all critical client relationships, ensuring that our clients receive the highest level of support during and after implementation of our utility solutions.

Key Responsibilities
  • Build and maintain strong relationships with key clients, ensuring their satisfaction and success with our solutions.
  • Manage and further develop the client onboarding process, resources, and frameworks in collaboration with other stakeholders to ensure seamless and timely invoicing and remittances.
  • Act as a trusted advisor to clients, providing expert guidance and thought leadership, and serving as the escalation point for critical client issues.
  • Define the overall strategic vision and operational plan for the Client Success organization.
  • Support Building Owners, Property Developers and Property Managers in partnership with Metergy Account Executives (Sales Team).
  • Create outreach programs and client communications that enhance Metergy's program delivery.
  • Proactively identify and make recommendations for business improvement processes.
  • Travel to clients to host and attend key moments like Quarterly Business Reviews, kickoffs, condo board meetings and more.
  • Maintain client expectations and timelines for our deliverables by being in constant communication.
  • 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.
  • Stay up-to-date on industry trends and best practices related to customer success.
Requirements
  • Minimum 5+ years of experience in customer success, account management, or a related field.
  • Bachelor's or University degree in Business Administration, Marketing, or related field.
  • Excellent communication skills.
  • 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.
  • Proven track record of building and maintaining successful client relationships.
  • Experience using CRM tools such as Salesforce.
  • Strong problem-solving skills and ability to think creatively.
  • Experience working in a fast-paced, high-growth environment.
  • Ability to travel as needed to meet with clients.
  • Real estate experience or working with property developers and building property management is an asset.