Job Description
If customer satisfaction drives you and you have extensive experience in account and operations management, Command7 could be a great fit for you! We are a property maintenance management company that provides nationwide services for our Customers. We are looking for talented leader who can manage teams and processes in ways that ensures customer satisfaction to fill our Manager Customer Accounts position.
Responsibilities
- Coordinate support of contractual service delivery
- Exceed Customer expectations and ensure customer satisfaction through team and process management
- Improve overall quality and efficiency of our Customer experience
- Facilitate revenue growth with existing Customers
- Accountable for overall Customer success for assigned Customer accounts
- Create a culture of accountability toward positive Customer experience and business outcomes
- Own and manage the onboarding process of new Customers to ensure flawless transition from Sales department
- Facilitate, host, and manage customer meetings including: Quarterly, Semi Annual, and Annual Customer Business Reviews
- Track and manage Customer scorecards and SLA adherence
- Prepare reports and analyze Customer service and employee performance data to improve processes, ensure resources are properly allocated, and maximize efficiency and Customer satisfaction
- Monitor team queues to ensure all requests are being addressed and followed up daily
- Work closely with accounting department to ensure all invoicing escalations are resolved in a timely manner
- Review Service Provider performance and margin findings with VP of Field Operations
Qualifications
- Ability to meet Customer account growth targets
- Passion for Customer and team success
- Excellent work ethic and leadership skills
- Demonstrate exceptional customer service skills
- Exceptional organizational, presentation, and verbal and written communication skills
- Strong analytical skills
- Bachelor’s Degree in business or related field or 4+ years of experience in Sales, Business Development, or Account Management
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