Senior Client Success Manager (Owner's Rep)

York Group•Edmonton, AB

About The Position

Reporting to the President, the Senior Client Success Manager (CSM) is responsible for ensuring the landlord is fulfilling its contractual obligations in the lease during the construction or tenant improvement process. Their work is an “inch deep and a mile wide” to ensure various projects are delivered on-time and on-budget. This means the Senior CSM is involved throughout the process and while they are not required to know everything, they are expected to know enough to find the right support on a variety of questions and issues that may arise. Put differently, they are responsible for collaborating with various stakeholders for “inch wide and mile deep” advice, as required.

Requirements

8+ years' experience with Project Management, strong preference for experience working as Owner’s Representative or similar role
5+ years’ construction and development experience that is an “inch deep and a mile wide”
Ability to forge, grow and maintain positive relationships with multiple groups
Sense of urgency and able to manage multiple priorities simultaneously and meet the time demands of unpredictable activities; capable of handling pressure and challenges in a dynamic business environment
Strong attention to detail and work accuracy
Developed interpersonal, communication, and organizational skills
Ability to work collaboratively with a positive attitude

Responsibilities

Review and understand tenant lease and owners’ responsibilities within the lease
Oversee general contractors completing LLW and report schedule progress and issues to the President
Maintain consistent communication with stakeholders to relay information related to projects
Other duties as assigned
Manage projects to meet owners’ obligations within the lease
Ensure design reviews are held between GC and tenant
Once design is complete, meet with tenant to have them sign-off on the design, as required
Chair weekly / bi-weekly meetings with tenants and general contractors, as required by project
Process all CNN’s and change orders in Construction Manager, keeping cost tracking up to date and ensuring all owner/tenant approval
Ensure Quality control / Quality assurance process is adhered to, and reviews are performed by testing agencies and consultants
Manage Tenant Relationship throughout construction process by understanding their goals and representing their best interests
Resolve project issues by collaborating with various stakeholders for “inch wide and mile deep” advice, as required
Escalate issues based on contractual obligations, as required, internally and externally
Review and process all invoices related to projects in Yardi
Ensure Construction Manager information is updated weekly, and forecasting is completed monthly
Own the budget to ensure we stay within budget, escalating additional costs outside of budget to the President, as required, for approval before proceeding
Track and manage the schedule to ensure projects are completed on time, within budget, and to the required quality standards, minimizing delays and cost overruns