Senior Customer Agreement Manager

NuCO2•Stuart, FL

About The Position

The Senior Customer Agreement Manager is responsible for managing and renewing customer agreements, ensuring data accuracy for fulfillment, and resolving escalated customer issues. This role involves proactive problem-solving, administrative tasks, reporting, and training new employees. The position requires strong communication, organizational, and computer skills, with a focus on customer service and achieving results.

Requirements

Read, analyze, and interpret business letters, instructions, and communications of all types.
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.
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.
High School Diploma required.
Two years sales experience.
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.

Nice To Haves

Associates or Bachelor’s degree in Business, Sales, or Marketing
Passion for delivering results to customers
Willingness/enthusiasm for accepting responsibility and accountability; An “ownership mentality”
Strong work ethic
Independent worker.

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 (e.g., 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.