Provident Energy Management Inc. is a leading Energy Services Company (ESCO) in the Greater Toronto Area and Canada specializing in the multi-residential market, with an emphasis on high rise condominiums. Since 1985, we've supported our clients’ energy savings and sustainability objectives through state-of-the-art building automation and sub-metering services.
Provident’s 100+ person team includes engineers, certified energy managers, and building systems engineering technologists among other disciplines. We're highly focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment.
Join us!
ROLE
The Client Manager plays a key role in overseeing Provident’s building portfolio by managing end-to-end client relationships and onboarding for both new and existing clients within an assigned portfolio. This role is responsible for leading the successful implementation of client projects, including account setup, onboarding, and product orientation, while ensuring alignment with client goals and expectations. The Client Manager builds strong, positive business-to-business relationships through proactive communication, a deep understanding of client needs, and ongoing engagement. Acting as the primary point of contact, the role facilitates client requests, resolves inquiries related to billing and processes, and collaborates cross-functionally to deliver a seamless client experience from implementation through ongoing account management.
RESPONSIBILITIES
Essential Duties and Responsibilities include, but are not limited to the following:
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Manage end-to-end client relationships and onboarding for an assigned portfolio, including account setup, implementation, and ongoing account management.
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Oversee and coordinate the customer onboarding process, including leading meetings, product demos, training sessions, and implementation activities.
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Serve as the primary point of contact for clients, providing first-level resolution of inquiries related to billing, processes, and general account support.
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Build and maintain strong relationships with building owners, property managers, and internal stakeholders, acting as a trusted partner across all interactions.
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Collaborate cross-functionally with sales, operations, and internal teams to resolve issues, remove onboarding roadblocks, and ensure alignment with client goals.
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Support clients through education, training, and outreach initiatives to drive product adoption, program success, and long-term retention.
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Analyze, audit, and investigate client data and inquiries, escalating issues with clear documentation and summaries where required.
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Prepare and deliver client reporting related to enrollments, consumption, billing, and remittances.
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Maintain accurate and up-to-date client records, documentation, and internal databases.
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Participate in client meetings (virtual and in-person), internal status updates, sales calls, and cross-functional initiatives.
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Identify opportunities for process improvements across onboarding, billing, and client experience, and contribute to implementation enhancements.
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Support special projects, client communications, and outreach programs to enhance service delivery and client satisfaction.
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Perform all other duties as required to support Company objectives.
REQUIREMENTS
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Post-secondary education in business, marketing, or a related field, or equivalent work experience; experience in utility billing, submetering, or a regulated environment is considered an asset.
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5+ years of experience in a client-facing, onboarding, implementation, or account management role, with direct exposure to B2B client environments.
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Proven experience building and managing relationships with external stakeholders, including property managers, developers, or similar client groups.
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Strong customer-centric mindset with the ability to understand client needs, align solutions, and drive successful outcomes.
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Excellent communication and presentation skills, with the ability to confidently deliver information to both internal teams and external clients.
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Highly organized with strong planning and prioritization skills; ability to manage multiple client accounts and onboarding projects simultaneously.
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Demonstrated ability to work independently and collaboratively in a fast-paced, evolving environment.
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Strong analytical, problem-solving, and decision-making skills, with the ability to triage, resolve, and escalate issues appropriately.
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Proficiency in Microsoft Office (Excel, PowerPoint, SharePoint) and experience with CRM platforms (e.g., Salesforce or similar tools).
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Advanced ability to work with and analyze large volumes of data, and clearly explain insights and findings to support recommendations, decisions, or positions.
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Technical aptitude to understand and communicate complex solutions, along with the ability to support client training and onboarding activities.
WORKING CONDITIONS
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Office environment
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Manual dexterity required to use desktop computer and peripherals.
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Ability to attend presentations including outside regular business hours, as required.
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Overtime as required.
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Lifting or moving up to 10lbs may be required.
The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources.
