Senior Customer Agreement Manager

NuCO2•Stuart, FL

About The Position

The Senior Customer Agreement Manager is responsible for refreshing and resigning customer agreements, managing account linkage for new owners and chain store transfers, and working with customers to resolve problems and save business. This role also involves proactive troubleshooting of potential future problems. Additionally, the position handles administrative tasks such as onboarding and training new employees, reporting, submitting account adjustments, assigning cases, and testing software. The role requires strong communication and cognitive abilities, including a passion for delivering results, an ownership mentality, a strong work ethic, and the ability to foster strong relationships.

Requirements

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.
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.
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 of expertise and possessing a distinct point of view.
Two years sales experience.

Nice To Haves

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

Responsibilities

Refreshing/resigning customer agreements (contract).
Renew existing customers in the final year before 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.
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 before business is lost or threatened.
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.