Job Description

About Metergy Solutions Inc. ("Metergy")

As one of North America's most experienced submetering providers, Metergy Solutions has brought turnkey solutions to clients for over 20 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multifamily and commercial buildings, and bills and collects the utility consumption.

Our innovative Submetering as a Service (SaaS) model generates long-term recurring revenue and has been proven to reduce in-suite energy consumption by an impressive 40%, significantly advancing our clients' decarbonization efforts. This outstanding performance has enabled Metergy to issue green bonds and secure green financing, fueling our sustained growth and creating extraordinary career opportunities for our team.

As the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy boasts over 850,000 contracted meters, issues more than 2 million utility invoices annually, and employs over 400 dedicated team members. Our successful acquisitions have consistently exceeded expectations, unlocking immense growth potential.

Metergy is proudly a portfolio company of Brookfield Infrastructure Partners, one of the world's largest investors, owners, and operators of infrastructure assets across the utilities, transport, energy, data, and sustainable resources sectors. This partnership provides Metergy with access to substantial capital, infrastructure investment expertise, and a global reach, positioning us for continued success and innovation

Our Mission

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good.

Role Overview

We are seeking a strategic and detail-oriented Customer and Client Communications Manager to lead the development, execution, and oversight of communications that support both residents (customers) and building stakeholders (clients). This role ensures that all messaging--whether operational, service-related, or proactive--is clear, timely, and tailored to the needs of each audience.

You'll collaborate across customer experience, client success, operations, and marketing teams to create communications that enhance understanding, trust, and engagement. The ideal candidate will have a strong background in customer-facing content, stakeholder communications, and service-focused messaging.
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Key Responsibilities:

Customer (Resident) Communications Develop and maintain customer communications across touchpoints such as onboarding, billing, service notices, escalations, and account changes. Write and manage clear, empathetic messaging for digital and print channels (email, portal, bill inserts, etc.). Partner with internal teams to ensure communications are timely, accurate, and aligned with regulatory and service obligations. Create and manage templates and SOPs to ensure consistency in tone and language across customer-facing materials. Support responses to high-impact public feedback (e.g., Google Reviews), including protocols for escalation, to protect brand reputation. Client (Building) Communications Support communications for clients related to service launches, program changes, onboarding materials, and issue resolution updates. Draft client memos, service updates, and strategic messaging in partnership with Client Success and Operations. Ensure all client-facing communications reinforce professionalism, transparency, and accountability. Assist in creating resources that help clients effectively communicate Metergy services to their residents. Ensure communication strategies align with overall customer experience goals and brand standards. Collaborate with marketing team to align messaging across web, email, and portal platforms. Contribute to content creation for help center, FAQs, and customer/client education. Use tools such as Stella Connect and survey results to gather insights and continuously improve communication effectiveness. Support communication efforts related to new initiatives or operational changes as needed. Monitor and report on communication KPIs including engagement, sentiment, and escalation resolution outcomes. Support change management initiatives, ensuring communication clarity and stakeholder buy-in during rollouts of new services, tools, or processes.
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Qualifications

Bachelor's degree in Communications, Marketing, Business, or a related field. 5+ years of experience in customer communications, client relations, or a related service-oriented role. Excellent writing and editing skills with the ability to tailor content to different audiences (residents vs. property managers). Experience developing and executing customer and client communication strategies across channels. Strong collaboration and stakeholder engagement skills. Familiarity with tools such as Salesforce, Medallia/Stella Connect, Microsoft 365, and digital analytics. Experience managing public feedback or communications in regulated or service-based industries is an asset. Detail-oriented, with the ability to manage multiple deliverables and deadlines in a fast-paced environment.


Metergy's recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant's accessibility needs due to disability and are available upon request.