Director, Customer Care, Major Accounts

Culligan Quench•King of Prussia, PA

9d•Hybrid

About The Position

We are seeking a Hybrid Director of Customer Care, Major Accounts local to our King of Prussia, PA office to lead the team responsible for delivering high-end customer service to Culligan Quench’s largest accounts. You will be responsible for several teams within the Majors organization, each accountable for providing account support for their regional or assigned accounts. In addition to the daily functions that address business as usual for this customer base, you and your team will be responsible for working in an account management capacity, proactively addressing the unique needs and expectations of each of these significant customers. Partnering with your Sales, Finance and Field Service counterparts, you will enhance the customer experience related to contract updates, billing accuracy, and support for equipment maintenance in order to drive retention and revenue growth of customer base. You will enhance the quality of contact resolution, ensuring that customer services are delivered in accordance with established MSAs and meet all contractual SLAs. You will create focus on eliminating customer problems and ensure a smooth working relationship fostering a loyal customer base.

Requirements

Minimum 5 years in a customer facing, account management and customer service capacity.
Minimum 6+ years’ experience leading/managing operational customer support teams.
Minimum 3+ years’ experience managing people leaders.
Technical/system aptitude as needed to learn and utilize tools.
Established track record of exceeding targets, KPI’s/SLA’s.
Ability to use data and business intelligence in decision making.
Demonstrate ability to motivate and communicate with others at all levels.
Proven success building key customer and business partner relationships
Strong problem solving and decision-making skills.
Experience with Excel, Salesforce and PBI is preferred.
Proficient in MS Office Suite.
Ability to operate and lead successfully in a fast-paced, dynamic business environment.
Excellent written, oral and verbal communication skills.
Bachelor’s degree or equivalent experience strongly preferred.
Occasional travel may be required (10%)

Nice To Haves

Experience with Excel, Salesforce and PBI is preferred.
Bachelor’s degree or equivalent experience strongly preferred.

Responsibilities

Lead and develop a high-end customer Care team to enhance customer support performance, establishing clear performance measurements and an environment that facilitates success.
Drive customer retention and improve NPS scores ongoing.
Support large customers ensuring any specific MSA requirements are delivered and provide feedback on new Ts&Cs to ensure operational success.
Ensure customers are supported in a way that fosters strong, professional and trusting relationships.
Motivate, train and develop your team for exceptional service delivery and individual growth.
Ensure customer issues are being effectively and completely resolved to the customers’ satisfaction and serve as the critical point of escalation for the resolution of customer complaints.
Learn and become proficient in the use of the tools and systems used by Culligan Quench for service, including but not limited to Salesforce, Excel and PowerBI.
Become familiar with the systems used by customers for payment and service (external payment and service portals).
Partner with Scheduling and Field Service to ensure all customers’ services are scheduled and completed within all SLA targets.
Participate in customer-facing meetings, including but not limited to monthly or quarterly relationship meetings, issue resolutions meetings, or other consultations as required by Sales, Service, Finance or the customer.
Monitor all team performance measurements and provide feedback through individual 1:1s, effective use of personal development plans and coaching and development opportunities.
Work effectively and cross functionally with all peers and departments to negotiate and influence customer improvements.
Employ a strategic, forward-looking mindset, identifying and developing improvement opportunities by identifying new processes, team structure, tools and technologies to better serve and retain the customer base.
Work collaboratively both within the Customer Care organization and across the broader Culligan Quench enterprise to advance service delivery, manage costs, increase revenue and improve customer satisfaction across the board.
Acquisition support as needed to ensure outstanding customer onboarding.
KPI achievement.
Meet/exceed all position specific key performance indicators/metrics (KPI’s)
Maintain budgeted staffing levels.
Operate within defined annual budget.
Participate in budget exercises throughout the year and for FY budget development as needed.