Job Title:

Senior Manager, Client Success

Reports to:

Director, Client Success and Energy Intelligence

POSITION SUMMARY 

The Senior Manager of Client Success is responsible for leading the day-to-day operations of the Client Success team while playing an expanded role in client relationship management, onboarding, and account growth. This position oversees the coordination, communication and interaction between Wyse and its clients, builds and nurtures strong relationships with senior client contacts, and partners with the Director of Client Success on strategic account planning and initiatives that improve the overall customer journey.

The Senior Manager is accountable for the development and effectiveness of the Client Success team, including coaching, appraisals and personal development, and uses data and insights to monitor client health, strengthen retention, and identify growth opportunities across the client portfolio.

KEY RESPONSIBILITIES 

• Team Leadership & Development

• Manage the Client Success team and monitor their progression in meeting annual KPI’s, including oversight of coaching, appraisals and personal development.

• Empower direct reports to build strong relationships with client contacts to respond to day-to-day requests.

• Support recruitment, onboarding and training of team members, fostering a high-performance, client-focused culture.

• Client Relationship Management

• Build and maintain strong, positive relationships with senior client contacts and act as the primary escalation point for client inquiries, issues, and concerns.

• Conduct regular check-ins with key clients to understand their goals, challenges, and overall satisfaction.

• Support the Director, Client Success in managing executive-level relationships and strategic account plans for key clients.

• Act as a client advocate within the organization, ensuring that client feedback is heard and addressed.

• Client Onboarding, Education & Outreach

• Oversee the day-to-day execution of the onboarding process for new clients, ensuring a smooth transition and successful enrolment onto Wyse systems.

• Develop and manage training programs and educational resources for Property Managers and Customers (Unit holders) to maximize their use of Wyse’s offerings.

• Develop communication material for customers and clients and coordinate the distribution of such material to improve overall client communication.

• Client Operations & Process Improvement

• Monitor the Wyse General Inquiries portal and assign inquiries for action to direct reports, ensuring resolution within defined SLA.

• Coordinate client needs and requests with Wyse’s internal departments (Billing, Finance, Sales, Operations, Legal, IT) to address client success inquiries, billing issues, rate enquiries, bulk bill requirements and regulatory questions.

• Identify and implement process improvement opportunities to streamline communication and workflows between customers, clients, and internal departments.

• Support the development of procedures and policies for the handling of client correspondence and client requests.

• Proactively identify potential problems and implement preventive measures.

• Reporting, Insights & Growth

• Utilize data and analytics to monitor client health, business and process metrics, client responsiveness and client satisfaction, and identify opportunities for improvement.

• Oversee the development of standard and ad-hoc reporting and analysis of client portfolios and prepare regular reports for clients and internal stakeholders.

• Provide support and direction on client presentations and annual/quarterly client reviews.

• Proactively manage the customer portfolio to drive product adoption and retention and identify upselling and cross-selling opportunities in partnership with the Director, Client Success and the Sales team.

• Other duties relevant to the position will be assigned as required.

REQUIRED EDUCATION & QUALIFICATIONS

• Minimum4-6 years of experience in success roles, with a strong focus on building customer, client, supplier and inter-department relationships.
• Minimum 5 years of experience leading or supervising a client success or client service team.
• Experience in Unit Sub-Metering or Utility Management highly preferred but not a must.
• Experience supporting B2B accounts within the construction, real estate or development industry considered an asset.
• University Degree or similar.
• Proficient in Microsoft Suite, ERP systems and CRM software.

OTHER COMPETENCIES 

• Leadership skills– experienced in leading and developing client-focused teams to achieve results; has a hands-on approach; able to visualize the big picture and translate that vision into team and client priorities.
• Driving for results– highly motivated and works well under pressure and tight deadlines; able to adapt to a complex and changing environment.
• Active learning-seeking and leveraging opportunities to gain new skills, knowledge, and experiences; quickly assimilating and applying new information and skills to enhance results.
• Communication skills– ability to present analytical information to management and clients with a strong degree of professional presence; ability to communicate with all levels of the organization.
• Strong computer skills– strong working knowledge of relevant programs and comfort working with large amounts of data and complex analysis.
• Interpersonal skills– creates and maintains key partnerships between internal departments and external clients at all levels.
• Planning & Structuring– well organized and knows how to establish work plans, multitask, efficiently allocate or make use of available resources, act according to plans and establish priorities.

DIRECT REPORTS

• Client Success Specialists
• Client Service Analyst

WORKING CONDITIONS 

• Manual dexterity required to use desktop computer and peripherals.
• Occasional travel to client sites as required.

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.

All applicants must be legally eligible to work in Canada and our company. The Company does not provide immigration sponsorship or assistance with work authorization. Proof of eligibility to work in Canada and our company will be required upon hire.