Location: Toronto
Overview:
We are seeking an experienced leader specialising in client engagement and success for consulting or SaaS-based businesses. The Manager, Client Engagement & Delivery will lead a team of Client Success Managers to ensure ClearBlue’s Advisory service clients receive the high-quality, award-winning services they have come to expect from us. The Client Engagement & Delivery team is responsible for ensuring a positive client experience from the initial onboarding through to the renewal of contracted services. This team manages a global client base, with clients located across North America, Europe, the UK, Latin America, and China.
The job will offer the opportunity to work with industrials, fuel producers, utilities, shipping and aviation companies, and others on carbon market compliance and cost optimization strategies. The successful candidate will bring a combination of relationship management, communication, leadership, and technical abilities to ensure the successful delivery of Advisory services to ClearBlue’s clients. The Manager, Client Engagement & Delivery will also work collaboratively with other teams at ClearBlue in the development of advisory outputs including economic value assessments, regulatory risk analysis, market outlooks, reports, memos, presentations, and compliance strategies. Finally, this role will be the voice of the customer in the ongoing and future development of ClearBlue’s AI-enabled carbon intelligence platform: ClearBlue Vantage.
Main Responsibilities:
- Lead, motivate, and mentor a team of Client Success Managers to act as primary point of contact for Advisory clients.
- Develop, implement and maintain efficient processes and methods for ensuring overall customer satisfaction across the customer lifecycle from onboarding to renewal – including data completeness, customer usage, timely reporting and customer value realisation
- Develop and maintain strong client relationships to ensure positive client experiences from initial onboarding to contract renewals.
- Accurately scope and efficiently manage the successful delivery of responses to client inquiries and requests for carbon market advisory services, including policy analysis and position management strategy.
- Maintain an understanding of carbon market policy, strategy, and client-specific technical deliverables.
- Act as a bridge between ClearBlue’s internal policy and technical experts and advisory clients.
- Ensures client feedback and customer voice is understood by all internal stakeholders.
Qualifications:
- Bachelor’s/Undergraduate degree in business, finance, economics, environmental management, or a related field.
- 5+ years of consulting and client relationship management.
- 2+ years of direct leadership experience.
- Highly accountable and able to work with minimal supervision.
- Demonstrated ability to develop relationships with key market stakeholders and all levels internally.
- Strong interpersonal and excellent verbal and written communication skills.
- An affinity for carbon markets and reducing air emissions and environmental impact.
- Ambitious and team player.
- Positive and highly motivated attitude.