Description

THE ROLE

We’re looking for a Service Delivery Manager to manage and grow strong relationships with our North American client portfolio (U.S. and Canada). As the primary point of contact post-sale, you’ll be responsible for ensuring customers receive timely support, clear communication, and consistent value. This includes leading regular check-ins, responding to inquiries, resolving issues, and coordinating with internal teams to address building performance concerns.

You’ll also help refine internal processes, identify service gaps or opportunities, and contribute to the evolution of our Service Delivery and Customer Success framework. This role is ideal for a self-starter who excels at follow-through, values attention to detail, and is eager to help scale service delivery operations as the business grows.

RESPONSIBILITIES

Client Success & Relationship Management

  • Own the full post-savings start relationship for a portfolio of North American based clients (U.S. and Canada), from onboarding to renewal
  • Owns the regular cadence of client communication to review energy performance, align on KPIs, and deliver product/service updates
  • Draft clear, client-ready written communications, including performance summaries, issue explanations, and follow-ups
  • Act as a trusted advisor and advocate for clients, building relationships with property managers, board members, and operations teams
  • Identify and execute on opportunities for client expansion, referrals, or testimonials

Service Delivery Oversight

  • Lead onboarding sessions and platform walkthroughs with client stakeholders
  • Triage and coordinate resolution of service issues, alerts, and operational challenges with internal teams (Technical Support, Engineering, Product, Measurement & Verification)
  • Ensure documentation (savings reports, year-end reconciliations, support records) is delivered accurately and on time
  • Assist the Measurement & Verification and Service team with building performance, proactively flag underperformance or known issues impeding service delivery

Process & Operational Support

  • Partner with internal stakeholders (Sales, Ops, Product) to align customer needs with internal priorities
  • Contribute to the refinement of internal playbooks, SOPs, reporting standards, and client engagement strategies
  • Track customer issues and requests in internal systems, ensuring visibility, follow-through, and root cause documentation
  • Collaborate with external service providers (HVAC contractors, MEPs, energy consultants) to support on-site work and maintain system continuity
  • Support time-sensitive service needs in coordination with internal Support & Service coverage
  • Partner with internal stakeholders to operationalize contract updates or amendments, including scope changes, revised reporting assumptions, or adjusted service timelines as needed

QUALIFICATIONS

  • 6+ years of client-facing experience in service delivery, customer success, technical account management
  • Experience with HVAC systems, building automation (BAS), MEP engineering, or energy management
  • Strong working knowledge of multi-residential or commercial building systems; familiarity with NYC buildings is a plus
  • Proven ability to manage a book of business, balance competing priorities, and maintain high customer satisfaction
  • Excellent communication and interpersonal skills — able to explain technical topics in a clear, confident, and professional manner
  • Strong written and verbal communication skills, with experience drafting polished, client-facing communications on technical or sensitive topics
  • Strong problem-solving skills and ability to coordinate across internal/external stakeholders to drive resolution
  • Strong judgment and prioritization skills; able to assess urgency, risk, and impact in dynamic environments
  • Experience supporting or coordinating fieldwork, system implementations, or mechanical service work
  • Prior experience in SaaS or tech-enabled services preferred
  • Bachelor’s degree in Engineering, Building Systems, Sustainability, or a related field is an asset

Additional information:

  • Based in Toronto, will mainly be supporting Toronto buildings but will have some NY properties in their portfolio
  • Main role is troubleshooting issues, dealing with clients, handling client onboarding process
  • Minimal travel in Toronto if at all, will mainly be at the office (hybrid, Mon/Thurs in office with a 3rd day of choice in office, the other 2 days can be at home)
  • There is another SDM in the office (and one in NY), both of whom they will be working quite closely with
  • Role really needs a balance of strong customer service/support and knowledge of BAS, HVAC technical skills