Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
PRESTO is an electronic transit fare payment system in the Greater Toronto, Hamilton and Ottawa areas that eliminates the need for tickets, passes and cash. PRESTO serves more than 5 million customers across 11 transit agencies and processes over $2.5 billion in fares through 67 million boardings per month (pre-pandemic). Today, PRESTO offers one of the most globally advanced fare payment systems in the world having delivered new ways to pay for customers, including real time PRESTO Contactless with credit and Interac debit and PRESTO in Mobile Wallet across its transit agency clients, including the Toronto Transit Commission (TTC). Enhancing the customer experience through continuous improvement while working with our transit agency clients to support their needs, and maintaining a system that performs exceptionally, continue to drive PRESTO toward making transit better for all.
Our PRESTO’s Customers & Clients Office is looking to hire a Director to provide senior client relationship leadership in aligning and managing the strategic and executional priorities of PRESTO Clients. They will have a client account manager in a direct reporting relationship and the support of a squad of PRESTO staff in an indirect reporting relationship. The Director is responsible to have a complete understanding of client’s business to plan and deliver excellent service and results. They are accountable for defining and executive oversight to the management of the client experience within the PRESTO organization and brand and are the strongest voice of the client in the organization. They are the focal point of the client relationship and have the authority and accountability for directing client needs and orchestrating client interactions. They understand the payment space, are technically and commercially astute and are eager to work collaboratively with the PRESTO organization subject matter experts to help them understand client needs in detail and collectively deliver solutions. The director understands key client metrics of their business and through the creation of the annual account plan and quarterly business reviews, ensures the plan is focused on delivery of those targets.
What will I be doing?
- Key account management of transit agencies partners.
- Work closely with and develop strong relationships with senior-level transit agency staff to advance key elements of the PRESTO value proposition, including the Payments Transformation.
- Play an influencing and coordinating role in strategically driving and implementing ridership, adoption opportunities, regional fare strategies and payment transformation and modernization through an intimate knowledge of the transit agency’ business, fare media and fare class types while balancing the client's needs with Metrolinx’s goals.
- Leads and directs agency interests and needs to PRESTO and is accountable for account success, progress and refinement through internal review meetings such as weekly stand-ups, Payments (PRESTO) leadership, and governance meetings.
- Drives a significant change in client relationship moving from supplier of services to a trusted business partner as measured by a substantial increase in client satisfaction.
- Responsible for having a strong bias to action, problem-solving and critical thinking to identify and address challenges, turning them into opportunities through solution selling, storytelling and the art of influence.
- Understands and leverages customer and operational data to take an evidence-based approach to client relationships and account planning to establish joint outcomes and support the annual plan.
- Develop presentations to senior management, Board committees, and municipal stakeholder groups to obtain support for initiatives.
- Works closely with other PRESTO teams to understand PRESTO’s goals and plans, critically represent client needs, orchestrate joint planning with clients, and determine how to package and position the opportunities and value to clients. Sells the benefits of these opportunities to the client and understands the revenue and cost savings implications for the client to ensure delivery of financial goals.
- Manages contractual commitments by having a deep knowledge of the contract and developing and managing the plans to meet them, including support of negotiations and/or renegotiations of contracts on behalf of Metrolinx to maximize revenue.
- Develops and supports the ongoing work of Client Expansion strategy and new Client onboarding.
What skills & qualifications do I need?
- Completion of a degree in business (sales, marketing, negotiations) or a related discipline or a combination of education, training and experience deemed equivalent.
- Demonstrated years’ experience in key account management and client relationships. Ideally, experience within a technology, payments, or transit organization.
- Experience with P&L accountability and demonstrated commercial savviness.
- Service-focused management, communication leadership, and influencing skills to build client relationships and influence internal staff.
- Analytical and negotiation skills and commercial experience to deliver joint outcomes.
- Politically astute with well-developed networking, stakeholder management, negotiation and influencing skills.
- Strong interpersonal and oral/written/presentation skills and ability to tell a story.
- Knowledge of senior management and corporate administration requirements (e.g. business planning, financial management, risk management, asset management, capital planning, business continuity planning, and human resource management) Knowledge of health, safety, human resources and environmental legislation and codes effecting the public, employees, contractors and facilities (e.g. Employment Standards Act, Occupational Health & Safety Act, Environmental Protection Act, Weeds & Pesticides Act, associated regulations, building codes, fire codes, electrical safety codes) to monitor and manage employees and contractors, including experience in the application of collective agreement provisions.
- Familiarity with relevant legislation (e.g. Metrolinx Act, Places to Grow Act, Planning Act, Revised Statutes of Ontario (RSO), Municipal Act) is an asset.
- Project management principles and practices, including budget and schedule controls, to lead and direct cross functional teams and consultants engaged in simultaneous projects (i.e. development, project progress, related staff, and project resources) and monitor project activities for adherence to timelines, budgets, and project performance objectives.
Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation:
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com.
Application Process:
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.