Commercial Client Manager - Fully Remote

About Exactus

Exactus was founded in Canada by a team of young, forward-thinking and environmentally responsible engineers who came together to make solar simple. We believe that one day soon, all electricity will be generated from renewable sources. Exactus Energy is striving towards this goal, one solar panel at a time. http://www.exactusenergy.com

Why Work for Us?

• Help take meaningful action against climate change and learn about the fast-growing renewable energy industry
• Growth opportunities
• Tight-knit team and company events
• Work from Home during COVID-19 and beyond!

Job Summary

The Commercial Client Manager serves as a liaison between the Client Solutions team and the Commercial project teams. The goal of their role is to coordinate with clients during the initial stages of each project, and ensure project hands-offs flow smoothly. They facilitate and coordinate multi-team tasks or deliverables requiring multi-team input.

Responsibilities

• Customer Service: Onboard new commercial clients, introduce them to the commercial workflow, connect internal teams with clients for technical support, provide regular project status updates, build long-lasting client relationships, solicit feedback, lead issue resolution, schedule and chair client health meetings, support team data analysis, review SLA data, and collaborate with project teams to address complaints.
• Handling client inquiries
• Project Kick-off and Management: Schedule and chair kick-off calls with clients after intake emails are received, send summary emails after these calls, update project teams on the scope of incoming projects, ensure all client email communication is responded to by the end of the day, and keep our CRM updated with new project information.
• Data Tracking: Document project progress, maintain client protocols, and process project stage movement
• Invoicing: Keep invoice statuses updated in our CRM, coordinate with the Invoicing team for project tracking protocols, and manage client invoicing preferences.
• Client Onboarding: Exchange contact information, make team introductions, provide an overview of workflows and timelines, and understand client needs and workflows.
• Team Coordination: This involves coordinating with project teams to populate and upload Site Capture reports, liaising with Client Solutions and Team Leads regarding team capacities and incoming project volume, and covering client-facing issues and communication during the Operations Manager’s scheduled time off.
• Project Outsourcing and Vendor Management: Facilitate communication and documentation between clients and vendors, manage vendor relationships including feedback and timelines, review and approve vendor invoices, maintain project data in Dynamics, update internal vendor trackers, and optimize vendor communication channels and workflows.

Key Requirements

• Bachelor’s degree required.
• 1+ year of experience in a client-facing role such as customer success, account management, client management, customer service, or a similar position.
• Strong professional written and verbal English communication skills; experience supporting English-speaking clients is an asset.
• Customer service and relationship management skills.
• Ability to work independently, take ownership of issues, and drive them through resolution with minimal guidance.
• Strong organizational and prioritization skills, with the ability to manage multiple client requests and deadlines under pressure.
• Problem-solving and conflict-resolution skills.
• Ability to analyze data and use it to support decision-making.
• Experience working with CRM systems; Microsoft Dynamics experience is an asset.
• Proficiency with Google Workspace.
• Experience in renewable energy or solar is an asset.

This position is a work-from-home position; the ideal candidate will be expected to provide their own workstation and stable internet connection. Please note, professional written and verbal English proficiency is a requirement for this position.

Please note that for Colombian candidates, payment will only be processed via either Bancolombia, Banco de Bogotá, BBVA, or Davivienda. This is a condition of accepting the job offer.

Please refrain from reaching out to our staff - we will contact you if we have questions about your application.

Inclusivity: We work collaboratively and with utmost respect for all diverse genders, ages, cultures, and skill sets at Exactus.