Senior Customer Agreement Manager

Job Description

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Refreshing/resigning customer agreements (contract).
   • Renew existing customers in the final year after evergreen status.
   • Renew existing customers in evergreen or without a current agreement (contract).
   • Renew acquired customer agreements.
   • Modify agreements based on usage changes.
   • Clean up all customer data to support fulfillment activities.
2. Managing account linkage for new owners and chain store transfers.
   • Renew agreement with new owners.
   • Refresh/correct linkage of stores between “company” and “franchisee” status.
   • Update/correct key chain store data to support fulfillment activities. (Ex. billing)
   • Forward/communicate key information to internal clients (Operations, Sales representatives, billing, collections, etc.)
   • Manage escalated account issues to resolution.

• Saving current customer agreements.
  • Work with disgruntled customers to resolve problems and save business.
  • Work with internal functional heads to follow-up on agreed customer actions and problem repairs.
  • Think proactively using business findings to troubleshoot future potential problems and correct after business is lost or threatened.

1. Administration
   • Onboarding and training of new employees.
   • Remain current with administrative actions.
   • Daily, weekly, monthly reporting as required to support performance management routines.
   • Submit of account adjustments, and maintenance.
   • Review and assign cases/work orders to all team members.
   • Testing existing software and new software applications for any/ all updates/enhancements.

QUALIFICATIONS:

1. Read/Comprehend

• • Read, analyze, and interpret business letters, instructions, and communications of all types.
  • Absorb key elements of material and understand well enough to internalize.
  • Ability to articulate questions to improve understanding when answered.

1. Communicate

• • Ability to craft verbal and written communications to precisely convey with external and internal customers.
  • Effectively present information to individuals and small groups over the telephone and face to face.
  • Proficient computer skills. MS office – Word, Excel, and PowerPoint.
  • Respond/Follow-Up
  • Strong organizational skills.
  • Ability to work on multiple initiatives at once.
  • Possess a strong customer service sense.
  • Intense ability to sweat the details to achieve superior follow-up.
  • A drive to win, with winning defined as delivery of personal objectives while maintaining satisfied, happy customers with each engagement.

EDUCATION AND TRAINING:

• High School Diploma required.

• Associates or Bachelor’s degree in Business, Sales, or Marketing

EXPERIENCE:

• Two years sales experience.

Interaction:

This position will interact primarily with customers, but also with multiple levels and functions inside the company.

COMMUNICATION AND COGNITIVE ABILITIES:

• Passion for delivering results to customers
• Willingness/enthusiasm for accepting responsibility and accountability; An “ownership mentality”
• Strong work ethic
• Independent worker.
• Ability to deal effectively with ambiguity.
• Achievement/results driven.
• High-energy individual.
• Ability to foster strong relationships with customers and colleagues.
• Recognized as a source f expertise and possessing a distinct point of view.

NuCO2 provides competitive pay and an exceptional benefits package, including health, dental, disability, and life insurance; paid holidays and vacation; a 401(k)-retirement plan; employee discounts; and opportunities for educational and professional development. Additional compensation may vary depending on the position and organizational level. Build your future with us while making an impact every day!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.