Senior Client Success Manager (Owner's Representative)

at  York Group

JOB SUMMARY

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.
Key Responsibilities:

Owners Representative:

• 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

Project Management:

• 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 approvals
• Ensure Quality control / Quality assurance process is adhered to, and reviews are performed by testing agencies and consultants

Stakeholder Communications:

• 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

Cost Monitoring:

• 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

Schedule Management:

• 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

Please refer the Job description for details