Customer Agreement Manager

The Customer Agreement Manager is responsible for working with new and existing customers to renew, maintain, or refresh contract agreements. This is a remote position with base salary plus commission. The role requires previous sales experience and a strong customer service sense.

Requirements

• Refreshing/resigning customer contract agreements
• Renew existing customers in the final year before evergreen status.
• Renew existing customers in evergreen or without a current contract agreement
• Renew acquired customer agreements.
• Modify agreements based on usage changes.
• Clean up all customer data to support fulfillment activities.
• Managing account linkage for new owners and chain store transfers.
• Renew agreement with new owners.
• Refresh/correct linkage of stores between “company” and “franchisee” status.
• Update/correct key chain store data to support fulfillment activities.
• Forward/communicate key information to internal clients (Operations, Sales representatives, billing, collections, etc.)
• Saving current customer agreements.
• Work with disgruntled customers to resolve problems and save business.
• Work with internal functional heads to follow-up on agreed customer actions and problem repairs.
• Think proactively using business findings to troubleshoot future potential problems and correct before business is lost or threatened.
• Adding Equipment to customer agreements.
• Assist customers who are in need of additional equipment from our product assortment with an emphasis on life safety equipment.
• Ability to upsell where applicable and bundle equipment options
• Administration
• Follow all selling rules related to new equipment additions and contract renewals.
• Seek opportunities in every customer interaction to upsell new products and services.
• Manage caseload and ensure cases are updated with notes and emails as applicable.
• Use of Formstack to send out and manage contracts that need to be signed by customer
• Create contract packages for processing according to contract administrator rules
• Remain current with customer interactions via email and phone
• Daily, weekly, monthly reporting as required to support performance management routines.

Benefits

• Health, dental, disability, and life insurance
• Paid holidays and vacation
• 401(k)-retirement plan
• Employee discounts
• Tuition reimbursement
• Paid time off