Senior Client Success Manager (Owner's Rep)

About York

At York, we are bold, fast, and relentlessly focused on what matters: our clients.

While others get lost in the bureaucracy and outdated thinking, we cut through the noise. We challenge the status quo, move with urgency, and make decisions that serve our clients, not just our bottom line. We take full ownership, work together to solve complicated problems, and execute - no excuses, no shortcuts.

This is not the place for complacency. Our team thrives in a high-performance, no-BS environment - we are a group of high performers who think critically, move fast, and follow through. The success of our business depends on the willingness of our team to ditch antiquated ways of operating and adapt new methods for achieving excellent results.

This is who we work. This is how we win.

Position 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 tenan

Once design is complete, meet with tenant to have them sign-off on the design, as require

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 
 

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 require

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  

What you bring to York 

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