Customer Relationship Manager

About the role

Vivreau North America, together with sister company Mavea, is looking for a Customer Relationship Manager to join the sales team. We deliver high quality water in a sustainable, environmentally responsible, and health-promoting way, serving Fortune 500 companies, premium hospitality providers, healthcare, and coffee shops across North America.

Key responsibilities

• Customer Experience & Service Excellence
  • Drive a consistently high standard of customer experience across all customer interactions
  • Proactively monitor customer satisfaction, service quality, and overall account health
  • Identify risks, service gaps, or recurring concerns early and take ownership to resolve issues before they escalate
  • Ensure all customer touchpoints are clear, responsive, professional, and aligned to agreed expectations
  • Build trust with customers by maintaining regular, structured, and transparent communication
  • Support a customer-first culture by ensuring internal teams understand customer priorities, expectations, and sensitivities
• Account Coordination & Collaboration
  • Work closely with Key Account Managers, Customer Success, Operations, Technical Services, and other relevant teams to ensure service delivery is fully aligned with commercial commitments
  • Act as the central coordination point for assigned accounts, ensuring all stakeholders are informed, connected, and working against a shared plan
  • Support account planning activity by providing service-related insight, performance updates, and customer feedback
  • Coordinate internal actions across departments to ensure customer commitments are delivered effectively and on time
  • Maintain clear ownership of open actions, ensuring accountability across all teams involved in customer service delivery
  • Partner with commercial teams to ensure service performance supports customer retention, satisfaction, and long-term relationship growth
• Performance Management & Reporting
  • Monitor service delivery performance against agreed SLAs, KPIs, contractual obligations, and internal service standards
  • Provide clear visibility of account performance through regular reporting and structured updates
  • Translate performance data into actionable insights, highlighting risks, trends, gaps, and improvement opportunities
  • Drive accountability across internal teams to ensure consistent delivery against agreed service expectations
  • Support review meetings with internal stakeholders and customers by preparing service performance updates, action logs, and improvement plans
  • Track progress against corrective actions and ensure agreed improvements are completed and sustained
• Escalation & Issue Resolution
  • Take ownership of critical customer escalations and ensure they are managed with urgency, structure, and professionalism
  • Coordinate cross-functional teams to drive timely and effective resolution of customer issues
  • Ensure customers are kept informed throughout the escalation process, including progress updates, actions being taken, expected timelines, and final outcomes
  • Restore customer confidence by ensuring issues are resolved thoroughly and that root causes are understood
  • Maintain accurate records of escalations, decisions, actions, and outcomes
  • Identify when escalations require senior leadership visibility and ensure appropriate updates are provided
• Continuous Improvement
  • Identify recurring issues, trends, and inefficiencies across assigned accounts and service workflows
  • Work with internal teams to implement corrective actions and reduce repeat issues
  • Partner with Customer Success, Operations, and Technical Services to improve processes, communication flows, reporting, and customer outcomes
  • Use customer feedback and service performance data to recommend improvements that enhance the overall customer experience
  • Support the development of best practices for account communication, escalation management, reporting, and service recovery
  • Continuously seek opportunities to simplify processes, improve consistency, and elevate service delivery standards

Essential skills

• Customer Relationship Management: Ability to build and maintain strong, trusted relationships with customers and internal stakeholders
• Communication Skills: Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and appropriately for the audience
• Service Ownership: Strong sense of accountability and ownership when managing customer issues, open actions, and service commitments
• Problem-Solving: Ability to investigate issues, identify root causes, coordinate solutions, and ensure effective resolution
• Performance Management: Ability to interpret service data, monitor KPIs, and translate insights into clear actions
• Escalation Handling: Ability to manage sensitive or critical customer escalations with structure, urgency, and confidence
• Collaboration: Ability to work effectively with Key Account Managers, Customer Success, Operations, Technical Services, and other departments
• Attention to Detail: High level of accuracy when managing customer updates, reporting, action logs, and follow-up activity
• Organizational Skills: Ability to manage multiple accounts, priorities, deadlines, and customer requirements effectively
• Adaptability: Flexibility to respond to changing customer needs, urgent service issues, and evolving business priorities

Benefits

• Competitive Health Benefits package and paid sick time and vacation time
• Company matching retirement saving plan
• Growth culture with many opportunities to develop both personally and professionally