Customer Agreement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Revise, renew, and modify customer contract agreements as needed.

• Renew contracts for existing customers prior to reaching evergreen status, as well as for evergreen or non-contracted clients.

• Renew agreements for newly acquired customers and new ownership situations.

• Clean and update customer information to facilitate fulfillment processes.

• Oversee account connections for new owners and chain store transitions.

• Refresh or rectify company/franchisee store connections and essential chain store data.

• Relay important information to Operations, Sales representatives, billing, collections, and other internal stakeholders.

• Safeguard current customer agreements.

• Address and resolve issues with dissatisfied customers to retain their business.

• Follow up with internal department heads regarding customer actions and issue resolutions.

• Proactively identify and rectify potential issues before they jeopardize business.

• Introduce equipment to customer contracts, focusing on life-safety equipment.

• Promote and bundle equipment options where applicable.

• Adhere to selling protocols for equipment additions and contract renewals.

• Look for chances to upsell products and services during customer interactions.

• Manage caseloads effectively, keeping cases updated with notes and emails.

• Utilize Formstack for sending and managing contracts that require customer signatures.

• Assemble contract packages following contract administrator guidelines.

• Maintain ongoing customer interactions via email and phone communications.

• Complete daily, weekly, and monthly reports to assist in performance management.

⛳️ Requirements

• Prior sales experience is mandatory.

• A minimum of 3 years in sales and/or customer service roles.

• Inside sales experience is preferred.

• High School Diploma is a requirement.

• An Associate or Bachelor’s degree in Business, Sales, Marketing, Business Administration, or a related field is preferred.

• A safety-first mindset is essential.

• Ability to read, analyze, and interpret business correspondence, instructions, and communications.

• Capability to comprehend regulatory codes.

• Strong negotiation skills are required.

• Excellent verbal and written communication abilities.

• Proficient in delivering information via telephone and face-to-face interactions.

• Strong computer skills, including Microsoft Word, Excel, and PowerPoint.

• Excellent follow-up and organizational skills are necessary.

• Ability to manage multiple projects simultaneously.

• A strong customer service orientation is crucial.

• Keen attention to detail is required.

• Ability to pursue both personal and business goals while ensuring customer satisfaction.

• Eligibility for equal opportunity employment as per applicable laws.

🏝️ Benefits

• Coverage for medical, dental, vision, and prescriptions.

• 401(k) savings/retirement plan with matching contributions.

• Paid time off available.

• Paid holidays and vacation days.

• Tuition reimbursement offered.

• Disability insurance is provided.

• Life insurance coverage available.

• Employee discounts offered.

• Opportunities for educational and professional development.

• Comprehensive benefits package.

• Commission structure included.