Director of Client Success & Impact (Bilingual English/French)
Job Description
Description
Position: Director of Client Success & Impact (Bilingual English/French)
Organization: OPEN Technologies
Location: Our preference is for candidates based either in Toronto or our Vancouver head office. Exceptions may be considered for the right candidate.
Role Description for Director of Client Success & Impact
OPEN Technologies (or just OPEN) seeks a highly motivated and experienced Customer Success Leader to support our work in service of rapid building decarbonization. The Director will have senior accountability for retaining and growing customer relationships through the full customer lifecycle, from onboarding to implementation, driving positive customer outcomes and key product insights back to OPEN.
About OPEN
The built environment contributes roughly 40% of annual global emissions. Around the world, governments, utilities, capital providers, and portfolio managers are transforming the market forces that shape our cities. OPEN’s data and software tools help drive decarbonization at scale, by providing actionable insights on the best pathways to achieve energy and carbon savings from buildings. Our work includes, but is not limited to:
- GRID Benchmarking and Disclosure Platform – Since 2019, jurisdictions across North America have used GRID to ensure a consistent, rigorous framework for running energy and carbon benchmark programs. The data insights that GRID provides help to drive resources to where they can achieve the greatest climate benefit, whether for an individual property or for thousands of buildings at a time through smart policy and capital deployments.
- Model-driven decision making tools for design optimization and/or retrofit planning – As jurisdictions introduce higher performance standards for new buildings, builders and designers seek insight on the most cost effective path to a target performance level; meanwhile homeowners and property-owners seek information to help them respond to retrofit programs. OPEN’s virtual assessment tools support both design optimization and retrofit project selection, including our virtual decarbonization planning tool and our virtual home labelling product.
OPEN is a dynamic technology company that’s changing the game in climate action and environmental innovation. Our team is made up of dedicated individuals who are passionate about having a positive impact on the world. We are a small but ambitious group of people aligned around an outward facing mission and a commitment to building a culture of shared exploration, curiosity, and growth.
As a small team, we need team members who can execute with high autonomy, and self-starters who love the challenge of building fast to learn fast. We need folks who understand the urgent need for change, and bring that fire to work.
The Role
The Director of Client Success & Impact is a leadership position reporting to the Chief Operating Officer. You are accountable for retaining and growing OPEN’s engagement with its existing client base through:
- Maintaining incredible customer experience from contract and onboarding through to renewal
- Continuous improvement of customer success processes and procedures to generate customer and company value
- In collaboration with UX and product teams, contributing to product and service improvement and enhancement through:
- capturing user feedback (proactive and responsive); and
- capturing competitor and substitute insights (including but not limited to product features, delivery models, and pricing)
- Ensuring effective delivery of benchmarking programs (including clear definition of our program scope and KPIs to track effective implementation).
OPEN is a dynamic and collaborative team, and you’ll intersect with your colleagues in the following areas:
- Data and program support team (direct report)
- Product and UX team to capture and define product improvements
- Executive team to align product improvement and resource requests with business strategy and resources
- Marketing team, to shape outbound messaging and product support materials development
- Sales team, to transition from sales to onboarding (or sales to contracting for complex engagements).
About You
As an exceptional candidate for this role, you:
- Are strategically structured… able to translate company strategy and market context into an implementable customer success strategy
- Have a growth and continual improvement mindset… we get to the moon by tackling each component part within a larger vision
- Are a communicator, holding yourself, our customers, and your colleagues to a high standard of information exchange so that needs are anticipated and understood early.
You also have these qualifications;
- Bachelor’s degree in business, environmental science, engineering, sustainability, or a related field, or commensurate professional experience.
- Fluent in both English and French.
- Proven experience in customer success, ideally in a sustainability and/or building science context, with at least 3-5 years in a managerial role.
- Demonstrated knowledge of energy management, energy efficiency and decarbonization practices, building systems, and environmental regulations.
- Exceptional communication and interpersonal skills for engaging with customers and other diverse stakeholders.
- Strong project management and organizational skills.
- Excellent data analysis and reporting abilities, proficiency in data visualization tools (e.g., Excel, Tableau / PowerBI, etc.).
- In order to capture insights about the competitive landscape, some familiarity with the following is an asset: building energy systems, knowledge of relevant energy codes, policies, standards, and certifications (e.g., ENERGY STAR, LEED); and energy benchmarking software and data management systems.
Key Responsibilities:
Overseeing design and implementation of client onboarding:
- Developing and enhancing product information and training assets
- Liaise with Product and Engineering teams as required to solve customer issues and clarify feature requests
- Maintaining and growing OPEN’s customer relationships across our products and customer verticals
- Ongoing insights gathering to ensure customers are adequately supported in their experience using OPEN software and services
Market and Competitor Insights
- Deepen customer relationships through helping OPEN and its customers to stay on top of industry and regulatory trends and opportunities.
- Build and maintain strong relationships with relevant industry organizations, governmental agencies, and advocacy groups such as Natural Resources Canada, Canada Mortgage & Housing Corporation, BOMA Canada, Canada Green Building Council, Efficiency Canada and the Institute for Market Transformation.
Program Development & Oversight
- With OPEN’s in-house data support team, support clients in the design and implementation of building energy benchmarking and Building Performance Standards programs. This includes leading Building Benchmark BC, Canada’s largest voluntary building energy benchmarking and disclosure program.
- Design and implement programs such as helpdesks to assist building owners and managers in meeting compliance obligations.
Team Development:
- Work with company leadership to build out a customer success and program management team.
- Develop and manage the program budget, ensuring cost-effective operations.
Location, Hours, and Salary
Our preference is for candidates based either in Toronto or our Vancouver head office. Exceptions may be considered for the right candidate. In Vancouver, we run a hybrid schedule with the team typically in office three days per week. We are also very open to conversations about flexible work weeks (eg. 3 or 4 days per week), particularly for candidates who are parents and/or caregivers.
The salary range for this full-time position is $106,000 to $129,500 CAD, commensurate with competency. All OPEN employees are eligible to participate in OPEN’s benefits program after a three month probationary period.
Interested in applying? Qualified candidates should send a resume and cover letter to .
Please mention you saw this at GoodWork.ca .
OPEN strives to build a team that reflects the diversity of the communities we are a part of. We encourage applicants from groups that are underrepresented in tech such as women, visible minorities, Indigenous persons, LGBTQ2 persons, and persons with disabilities.
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Company
OPEN Technologies
Location
Vancouver
Country
Canada
Salary
150.000
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