Customer Experience Associate

PakEnergy•Frisco, TX

11d•Onsite

About The Position

The Customer Experience Associate owns an assigned book of business and is responsible for monitoring customer health, identifying risk trends, and taking action to protect and grow the value customers receive from PakEnergy. This entry-level role is focused on proactive health monitoring, managing escalations, and mitigating cancellation requests through timely, effective outreach — primarily via cadence calls rather than formal business reviews, which are owned by the Customer Experience Manager. The ideal candidate is a proactive, detail-oriented communicator who is comfortable managing a portfolio of accounts independently, spotting warning signs early, and building enough trust with customers to resolve concerns before they escalate.

Requirements

0–2 years of experience in a customer-facing role (customer service, support, account management, hospitality, or similar); internship experience in customer success is a plus.
Ability to manage an assigned book of business independently, with sound judgment on when to escalate.
Comfortable handling difficult conversations, including retention and cancellation discussions.
Strong written and verbal communication skills.
Highly organized, with the ability to manage multiple accounts and follow through on details.
A proactive, curious mindset with genuine interest in helping customers succeed.
Comfortable learning new software tools and processes quickly.
Bachelor's degree or equivalent professional experience.
Employment eligibility to work with PakEnergy in the United States is required, as the company will not pursue visa sponsorship for this position.
Candidates are responsible for maintaining and renewing any visas or permits that grant employment eligibility.

Nice To Haves

Experience in the energy, oil & gas, or other asset-intensive industry software space.
Familiarity with CRM and customer success platforms.
Experience supporting customers across multiple products or business lines.

Responsibilities

Independently manage an assigned book of business, serving as the primary point of contact for day-to-day account needs.
Build working relationships with customer contacts sufficient to understand how they use PakEnergy's solutions and where they may be at risk.
Maintain accurate, up-to-date account records, health status, and activity notes in the CRM.
Monitor customer health indicators (usage trends, engagement, support activity, sentiment) across the assigned book of business.
Identify health trends and early warning signs of risk, prioritizing accounts that need proactive outreach.
Develop and execute mitigation plans for at-risk accounts, partnering with internal teams as needed.
Serve as the primary point of contact for escalations within the assigned book of business.
Coordinate with Support, Product, and other internal teams to drive timely resolution of customer issues.
Maintain clear, proactive communication with customers throughout the escalation and resolution process.
Identify and respond quickly to cancellation requests or signals, working to understand root causes and rebuild confidence in the value of PakEnergy's solutions.
Develop and execute save and win-back strategies for at-risk or canceling customers.
Track and report on retention outcomes and cancellation trends across the assigned book of business.
Host cadence calls with customers as needed to check in on account health, address concerns, and reinforce the value of PakEnergy's solutions and services.
Proactively communicate relevant product updates, best practices, and usage recommendations to support continued value realization.
Capture and relay customer feedback to internal stakeholders to help improve products, services, and the overall customer experience.
Participate in structured onboarding and ongoing training to build product knowledge and account management skills.
Take on accounts of increasing size and complexity as skills develop, with a defined path toward a Customer Experience Manager role.