Buying Group Liaison, Commercial Retention

About the role

The Buying Group Liaison is responsible for managing relationships with Commercial Buying Groups and supporting customer retention through effective account management, operational issue resolution, and collaboration with cross-functional teams.

Responsibilities

• Serve as the primary liaison for Commercial Buying Groups, overseeing contract negotiations and issue resolutions to reduce customer churn.
• Build and maintain strong relationships with buying group leads as the main point of contact.
• Support onboarding of new buying-group customers by coordinating with Outside Field Sales and Operations.
• Conduct regular check-ins with buying groups to gather feedback and address operational issues.
• Partner with Product and Pricing teams on contract renewals to maintain or improve profitability while reducing churn risk.
• Maintain availability for occasional after-hours text or phone contact to support and resolve escalated issues for buying group members, ensuring timely guidance and continuity of service.
• Work with Residential, Commercial, Operations, Finance, HR, Legal, and other teams to resolve customer issues and support retention efforts.
• Analyze customer issue trends and partner with internal teams to improve processes, reduce recurrence, and strengthen the overall customer experience.
• Create and update transactions in CRM systems including ADDs, FSM, and Cargas.
• Process account terminations and issue required legal documentation.
• Comply with all legal, quality, and regulatory requirements.

Qualifications

• Bachelor’s degree preferred in Business Administration, Marketing, Communications, Supply Chain, or a related field.
• 3+ years in account management, customer success, or sales support.
• Experience resolving customer issues and supporting retention or renewals.
• Proven ability to work with cross-functional teams.
• Hands-on use of CRM systems (Salesforce preferred).
• Knowledge of contract terms, renewals, pricing concepts, and basic margin/profitability drivers.
• Understanding of cross-functional workflows across Sales, Operations, Finance, and Legal.
• Knowledge of customer issue resolution processes, including root-cause identification and escalation handling.
• Familiarity with regulatory, legal, and quality compliance requirements related to customer accounts.