PERFORMANCE & CLIENT SUCCESS MANAGER
Fleet Performance & Client Success | VCT Group
Location: Kitchener, Ontario (on-site)
Reports To: Director of Operations
Compensation: $85,000 to $100,000 annual salary, depending on experience and qualifications
Benefits: Company bonus program, comprehensive health plan, RRSP matching, generous vacation, and staff purchase program for solar and EV charging systems
ABOUT VCT GROUP
We believe electricity is the foundation of the next economy. AI, data centres, electric transportation, IoT, and everything waiting to be plugged in and connected all need power. The buildings, fleets, and communities that generate and manage their own energy will have a structural advantage. For 18 years, VCT Group has been building that advantage for commercial, industrial, institutional, agricultural, and multi-residential clients across Ontario, and increasingly in the US through our Heliostation solar carport business. We turn underutilized space (rooftops, parking lots, and fleet yards) into energy generation and storage infrastructure.
Across five business lines (solar EPC, Heliostation carports and canopies, EV charging, O&M fleet management, and energy management consulting), we have delivered 300+ projects generating 35 million kWh annually and avoiding 25,000 tonnes of CO2 emissions, and now monitor 400+ sites across our O&M portfolio.
Our five core values: Be Curious, Be Nimble, Be Intentional, Be Frugal, and Be Genuine.
ABOUT CED CO-OP
VCT Group founded and actively manages Community Energy Development Co-operative Ltd. (CED Co-op), a renewable energy investment co-operative that has raised over $29 million from 850+ members to develop a portfolio exceeding $45 million in community-owned clean energy projects. CED Co-op holds Offering Statement approval under FSRA and was the first co-operative in Canada to become a public corporation for tax purposes (not publicly traded, not exchange-listed), enabling member investments to be held in RRSP, RESP, TFSA, FHSA and RRIF accounts.
CED Co-op’s community ownership and financing structures, including PPAs and Enhanced O&M, give customers a path to move on a project, or to expand an existing one, when an outright capital purchase is not the right fit.
THE ROLE
VCT Group is hiring a Performance & Client Success Manager to lead the Fleet Performance function, reporting to the Director of Operations. You will lead a team that includes the Customer Service Experience Lead, the Fleet Performance Specialist, and the Fleet Performance Analyst, and you will be accountable for two things above all: that the systems we build perform, and that the relationships behind them grow.
The day-to-day service desk, intake, scheduling, dispatch, invoicing, and the bulk of routine customer contact, is owned by the Customer Service Experience Lead. You set the standard they work to, you own the senior and strategic customer relationships, and you step in as backup on general customer conversations when the moment calls for it.
You will be accountable for delivering “Every Damn kWh” of energy from the systems we develop, and for being the reason customers renew and come back to us with their next project. Performance is our best business development: a fleet that runs and a customer who trusts us is how we earn the renewal, the referral, and the expansion.
The hardest part of this business is not winning the first project; it is keeping the system performing and the relationship strong long after construction ends. That is where reputation compounds, where renewals are earned, and where the next opportunity is won or lost. This role owns that standard, and builds the team, the processes, and the customer trust to hold it.
WHAT YOU’LL OWN
PERFORMANCE: “EVERY DAMN KWH”
- Lead consistent monitoring across the customer fleet; detect, triage, and drive production anomalies to root-cause resolution, highest-impact first.
- Own KPIs for issue response, resolution time, and system uptime, and hold the function to them.
CLIENT RELATIONSHIPS AS THE GROWTH ENGINE
- Earn growth the right way: performance comes first, and a fleet that runs is what opens the door to references, referrals, and repeat business.
- Own the senior customer relationships; back up the Customer Service Experience Lead on general customer conversations, and step in where a relationship needs weight.
- Keep an eye on what’s next: if we nail O&M, who else could benefit from the work we do? Notice expansion, repowering, and upgrade opportunities as they surface, and bring the Growth function in when they are real.
- Set the standard for how we communicate and follow through with customers, and coach the service desk to it.
TEAM AND PARTNER LEADERSHIP
- Lead, supervise, and develop the O&M team: the Customer Service Experience Lead, Fleet Performance Specialist, and Fleet Performance Analyst; define responsibilities, KPIs, and accountability, with a rhythm of audits, peer review, and continuous improvement.
- Manage subcontractors and vendors to clear SLAs, holding them to responsiveness, turnaround, and quality with diplomacy and firmness.
OPERATIONS READINESS
- Keep the function ready to respond: parts, tools, field vehicles, and the shop organized, with inventory, restocking, and RMAs managed across the team.
TECHNICAL DEPTH AND QA (DEVELOPING AREA)
- Ensure field technicians get complete work orders with SOPs, safety guidance, and escalation paths; grow into a technical resource for diagnosis and troubleshooting.
- Support QA on completed projects, closing documentation and commissioning gaps as they transition into service.
REQUIRED QUALIFICATIONS
- Progressive experience in service management, technical operations, or field service leadership, ideally within renewable energy, utilities, building systems, or industrial services.
- Demonstrated people leadership: building teams, setting standards, and holding others accountable.
- An instinct for turning strong service relationships into references, referrals, and new opportunities.
- A systems thinker who continuously improves workflows and makes data-informed decisions.
- Customer-centric instincts, with the understanding that service is as much about communication and relationship as technical resolution.
- Skilled at managing external partners diplomatically while enforcing deadlines and deliverables.
- Excellent written and verbal communication.
- Comfortable across the software stack: monitoring platforms, CRM, spreadsheets, and MS Office / Teams.
- Comfort using AI-assisted tools (we use Claude with connectors to Microsoft 365 and Monday.com).
ASSETS
- Technical literacy in solar PV, energy storage, EV charging, building systems, roofing, or electrical infrastructure.
- Background in construction, commissioning, or warranty / QA processes.
- Familiarity with O&M contracts, service-level agreements, or warranty administration.
- A track record of turning service relationships into referrals or account growth.
- Health and safety leadership experience.
- A healthy appetite for learning new TLAs (if you know, you know). Our industry has a lot of them!
WHO YOU ARE
- You can’t stand watching a system underperform, and you chase the fix until it’s resolved.
- You believe the best business development is a system that simply works and a customer who trusts you.
- You see a well-run service relationship as the start of the next project, not the end of the last one.
- You hold people to a high bar without losing the room.
- You’re genuinely curious about how the system works, not just how to service it: the inverter, the interconnection, the structural load, because that is where credibility comes from.
- You are a bit of a perfectionist about communication, in a healthy way. You value precision and restraint, and you know that how you say something signals as much as what you say.
- You take ownership and carry things across the finish line.
- You already drive an electric vehicle, or can hardly wait to get one. You are keenly aware of your environmental footprint, and you want your work to matter in the climate transition.
GROWTH
This role can grow with the function. As the O&M portfolio and customer base expand, so do the scope and the team around it, with room for the right person to grow into broader operations or account leadership. Specific milestones will be agreed with the successful candidate during onboarding.
HOW TO APPLY
Interested candidates should forward a resume and cover letter through this website. Only candidates advancing in the process will be contacted.
If you do not meet every required qualification but believe you bring relevant experience or perspective, apply anyway and tell us what you bring. Required-qualification lists are aspirational; the right hire rarely checks every box.
Pay: $85,000.00-$100,000.00 per year
Benefits:
- On-site parking
- Paid time off
- VRSP
Ability to commute/relocate:
- Kitchener, ON N2B 1W3: reliably commute or plan to relocate before starting work (required)
Work Location: In person
