Customer Relationship Manager

Description

Who We Are:

At Vivreau North America, and our sister company Mavea, we have a clear vision and mission to deliver high quality water in a sustainable, environmentally responsible, and health-promoting way. With over 15 years in North America and backed by our parent company Brita SE in Germany, we are poised to expand on our business across the continent.

Vivreau embraces this simple idea: local water can be transformed to be even better than the heavily marketed bottled stuff, and at a tiny fraction of the footprint. Vivreau dispensers provide delicious, micro-filtered still, sparkling, and hot water without the need for plastic bottles or cans, making us a key partner to the Fortune 500, premium hospitality providers and healthcare. Vivreau's Professional Filters are prevalent in coffee shops and cafes North America-wide, ensuring perfectly balanced ingredient water for coffee, espresso, tea, and combi-steam ovens. Together with our sister company Mavea, which is geared to the consumer market, we have kept billions of plastic bottles out of the landfall.

We are making a difference in the world and are looking for value-focused people to join us!

Key Responsibilities:

Customer Experience & Service Excellence

• Drive a consistently high standard of customer experience across all customer interactions.
• Proactively monitor customer satisfaction, service quality, and overall account health.
• Identify risks, service gaps, or recurring concerns early and take ownership to resolve issues before they escalate.
• Ensure all customer touchpoints are clear, responsive, professional, and aligned to agreed expectations.
• Build trust with customers by maintaining regular, structured, and transparent communication.
• Support a customer-first culture by ensuring internal teams understand customer priorities, expectations, and sensitivities.

Account Coordination & Collaboration

• Work closely with Key Account Managers, Customer Success, Operations, Technical Services, and other relevant teams to ensure service delivery is fully aligned with commercial commitments.
• Act as the central coordination point for assigned accounts, ensuring all stakeholders are informed, connected, and working against a shared plan.
• Support account planning activity by providing service-related insight, performance updates, and customer feedback.
• Coordinate internal actions across departments to ensure customer commitments are delivered effectively and on time.
• Maintain clear ownership of open actions, ensuring accountability across all teams involved in customer service delivery.
• Partner with commercial teams to ensure service performance supports customer retention, satisfaction, and long-term relationship growth.

Performance Management & Reporting

• Monitor service delivery performance against agreed SLAs, KPIs, contractual obligations, and internal service standards.
• Provide clear visibility of account performance through regular reporting and structured updates.
• Translate performance data into actionable insights, highlighting risks, trends, gaps, and improvement opportunities.
• Drive accountability across internal teams to ensure consistent delivery against agreed service expectations.
• Support review meetings with internal stakeholders and customers by preparing service performance updates, action logs, and improvement plans.
• Track progress against corrective actions and ensure agreed improvements are completed and sustained.

Escalation & Issue Resolution

• Take ownership of critical customer escalations and ensure they are managed with urgency, structure, and professionalism.
• Coordinate cross-functional teams to drive timely and effective resolution of customer issues.
• Ensure customers are kept informed throughout the escalation process, including progress updates, actions being taken, expected timelines, and final outcomes.
• Restore customer confidence by ensuring issues are resolved thoroughly and that root causes are understood.
• Maintain accurate records of escalations, decisions, actions, and outcomes.
• Identify when escalations require senior leadership visibility and ensure appropriate updates are provided.

Continuous Improvement

• Identify recurring issues, trends, and inefficiencies across assigned accounts and service workflows.
• Work with internal teams to implement corrective actions and reduce repeat issues.
• Partner with Customer Success, Operations, and Technical Services to improve processes, communication flows, reporting, and customer outcomes.
• Use customer feedback and service performance data to recommend improvements that enhance the overall customer experience.
• Support the development of best practices for account communication, escalation management, reporting, and service recovery.
• Continuously seek opportunities to simplify processes, improve consistency, and elevate service delivery standards.

Requirements

Essential Skills:

• Customer Relationship Management: Ability to build and maintain strong, trusted relationships with customers and internal stakeholders.
• Communication Skills: Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and appropriately for the audience.
• Service Ownership: Strong sense of accountability and ownership when managing customer issues, open actions, and service commitments.
• Problem-Solving: Ability to investigate issues, identify root causes, coordinate solutions, and ensure effective resolution.
• Performance Management: Ability to interpret service data, monitor KPIs, and translate insights into clear actions.
• Escalation Handling: Ability to manage sensitive or critical customer escalations with structure, urgency, and confidence.
• Collaboration: Ability to work effectively with Key Account Managers, Customer Success, Operations, Technical Services, and other departments.
• Attention to Detail: High level of accuracy when managing customer updates, reporting, action logs, and follow-up activity.
• Organizational Skills: Ability to manage multiple accounts, priorities, deadlines, and customer requirements effectively.
• Adaptability: Flexibility to respond to changing customer needs, urgent service issues, and evolving business priorities.