Account Lead

JOB SUMMARY:

Serve as a primary daily point of contact between Phoenix Energy Technologies EMS Team, Customer Experience Manager and their Clients to ensure client services are being maintained as per the scope of work/customer playbook. 

DUTIES AND RESPONSIBILITIES:

• Manage to all specific terms of the contract by and between Phoenix Energy Technologies, and the Client
  Ensure teams are assisting clients with system support, workflow, data issues, reporting, and
• Partner with development team to perform general system updates and maintenance
• Maintain database information, e. Usernames, Reports, Location Data, etc.
• Support call center management and Customer Experience Manager on resolution of client specific challenges in all areas
• Create and update playbooks and ensure account is managed against those parameters
• Gauge daily client expectations, needs, and any other major benefits they are seeking
• Regular partnership and involvement with training on client expectations
• Review opportunities for improvements with clients, EMS Technicians and Development software which is utilized by both Phoenix and their customers
  Act as daily point of contact for client issues and expectations
  Accurate, verbal and written communication with internal Phoenix departments and external
• Approach client issues with good judgment; while following established guidelines for operating procedures, quality, and productivity
• Able to communicate and identify new products to fit the needs of the client
• Work with Customer Experience Manager to build new opportunities for existing
• Communicate daily and weekly tasks to Customer Experience Manager
  Work with Training Manager to ensure all EMS aspects are understood and trained correctly to accommodate their customer requirements
• Customer Focus
  • Support client needs and provide appropriate solutions through relationship building daily
  • Ensure EMS Technicians are resolving facility related issues while managing client deliverables/expectations.
  • Provide a sense of urgency and ownership of each client interaction in order to meet the needs of the clients
  • Account Leads will communicate regularly with the Customer Experience Manager so that they can maintain a clear understanding of daily account functionality and processes.
  • Provide support to the Customer Experience Manager to set up regular customer scheduled meetings to also include quarterly, semi-annual and/or annual reviews with the Clients to review strategies, new updates, business rules, and basic information sharing. On site meetings should be planned at a minimum of semi-annual
    
    

REQUIRED SKILLS & ABILITIES:

• Excellent oral and written communication skills
• Excellent computer skills
• Energy experience and comprehension
• Excellent customer service experience 

EDUCATION AND EXPERIENCE:  

•  Knowledge of energy management, equipment and resources 

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times.

ABOUT PHOENIX ENERGY TECHNOLOGIES, INC.: 

Founded in 2004, Phoenix Energy Technologies is a leading provider of Enterprise Energy Management Software and Services. Phoenix Energy Technologies works with retail, grocery and healthcare customers to discover opportunities and implement strategies which reduce energy consumption and lower facilities spend. Through real-time measurement and verification of energy use, related costs and contextual data (such as weather, occupancy, and schedules) Phoenix Energy Technologies helps its customers get a "full view" of energy consumption and costs to drive efficiencies, reduce energy spend, and deliver maximum ROI. 

In addition to its SaaS software services, Phoenix Energy also provides professional Business Process Outsourcing (BPO) and Analysis as a Service (AaaS) to its customers. Phoenix Energy Technologies has taken an innovative approach to alarm and data management with a focus on built-in intelligence. By leveraging the Phoenix Energy Technologies technology platform, together with a robust and innovative services team, and proactive analytics tools, Phoenix Energy Technologies Customers redefine the 360-degree approach to energy and facilities management. 

Culture is important at Phoenix Energy Technologies and we take great pride in our company culture.  We offer a great product/service, have exceptional leadership and a close-knit group of knowledgeable and hard-working Team-oriented employees. We are innovative, creative, professional and growth-oriented. We have excellent medical, dental, vision and life benefits, a great flexible Personal Time Off Plan (PTO) and immediate 401K contributions. Phoenix Energy Technologies is truly an awesome place to work and grow! 

We are excited about where we are headed and we think you will be too:  

Using our SaaS product, we help large multi-site organizations reduce energy consumption and costs without the installation of hardware, through quickly implemented web-based software coupled with our professional services and proactive analytics. 

Our Customers achieve measurable energy, facilities repair, and maintenance savings by operating more efficiently, limiting equipment failures and costly truck-rollouts, and providing greater comfort controls as well as taking advantage of our proactive analytics.

Armed with better monitoring and decision-making tools, customers not only save money, they also support sustainable energy and attain significant carbon reduction goals.  Through our technology and services, we help our Customers achieve quick win ROI with reductions in energy consumption and facilities spend in their first year with Phoenix Energy Technologies.