Senior Customer Agreement Manager

Responsibilities

• Refresh and resign customer agreements (contracts).
• Renew existing customers in the final year before evergreen status.
• Renew existing customers in evergreen or without a current agreement.
• Renew acquired customer agreements.
• Modify agreements based on usage changes.
• Clean up all customer data to support fulfillment activities.
• Manage account linkage for new owners and chain store transfers.
• Renew agreements 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.
• Save current customer agreements.
• Work with disgruntled customers to resolve problems and save business.
• Collaborate with internal functional heads to follow up on agreed customer actions and problem repairs.
• Proactively troubleshoot future potential problems using business findings to prevent loss or threats to business.
• Onboard and train new employees.
• Remain current with administrative actions.
• Prepare daily, weekly, and monthly reports to support performance management routines.
• Submit account adjustments and maintenance.
• Review and assign cases/work orders to all team members.
• Test existing software and new software applications for updates/enhancements.

Requirements

• High School Diploma required.
• Associates or Bachelor’s degree in Business, Sales, or Marketing preferred.
• Two years of sales experience.

Skills

• Ability to read, analyze, and interpret business letters, instructions, and communications of all types.
• Strong verbal and written communication skills to convey information precisely to external and internal customers.
• Ability to effectively present information to individuals and small groups over the telephone and face-to-face.
• Proficient computer skills, including MS Office (Word, Excel, PowerPoint).
• Strong organizational skills and ability to work on multiple initiatives simultaneously.
• Strong customer service orientation with attention to detail for superior follow-up.
• Drive to deliver personal objectives while maintaining satisfied, happy customers.
• Passion for delivering results to customers and enthusiasm for accepting responsibility and accountability.
• Strong work ethic and ability to work independently.
• Ability to deal effectively with ambiguity and foster strong relationships with customers and colleagues.
• Achievement/results-driven and high-energy.
• Recognized as a source of expertise with a distinct point of view.

Benefits

• Competitive pay.
• Health, dental, disability, and life insurance.
• Paid holidays and vacation.
• 401(k)-retirement plan.
• Employee discounts.
• Opportunities for educational and professional development.

This position interacts primarily with customers and multiple levels/functions inside the company.