Customer Agreement Manager

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

📋 Description

• Refresh, resign, and renew agreements for customer contracts.

• Renew customers in their final year prior to achieving evergreen status.

• Renew agreements for evergreen customers and those without current contracts.

• Renew contracts for acquired customers.

• Adjust agreements based on changes in usage.

• Cleanse customer data to facilitate fulfillment activities.

• Manage account linkages for new owners and chain store transitions.

• Renew agreements with new ownership.

• Correct the linkage between company and franchisee store statuses.

• Update chain store information to assist fulfillment activities, including billing.

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

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

• Follow up with internal functional leaders regarding customer actions and issue resolutions.

• Proactively identify and troubleshoot potential problems to prevent loss of business.

• Add equipment to customer agreements, focusing on life-safety gear.

• Upsell and bundle equipment options when appropriate.

• Adhere to selling guidelines for adding equipment and renewing contracts.

• Identify opportunities to upsell products and services during customer engagements.

• Manage caseloads while maintaining case notes and email communications.

• Utilize Formstack to send and manage contracts requiring customer signatures.

• Create contract packages in accordance with contract administrator guidelines.

• Monitor customer interactions via email and phone.

• Complete daily, weekly, and monthly performance reports.

⛳️ Requirements

• Previous sales experience is essential.

• At least 3 years of experience in sales and/or customer service.

• Inside sales experience is preferred.

• A High School Diploma is required.

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

• Experience in Customer Service, restaurant, or hospitality is advantageous.

• A safety-first mindset is necessary.

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

• Ability to comprehend regulatory codes.

• Effective negotiation skills are required.

• Excellent verbal and written communication abilities.

• Proficient in presenting information via telephone and in person.

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

• Excellent follow-up and organizational skills.

• Ability to manage multiple initiatives concurrently.

• Strong customer service orientation is a must.

• Capacity to work remotely.

• Must possess authorization to work in the United States.

🏝️ Benefits

• Medical, dental, vision, and prescription coverage.

• Matching 401(k) savings plan.

• Paid time off.

• Tuition reimbursement program.

• Disability and life insurance coverage.

• Paid holidays and vacation time.

• Employee discounts.

• Opportunities for educational and professional development.

• Commission in addition to the hourly wage.