Position Summary

Phoenix Energy Technologies, Inc., combines cutting-edge technology with ecological responsibility and state-of-the-art IoT Big 
Data analytics solutions, reduced cost ROI value from Energy facilities management technology and services.

We currently have an opening for an experienced, professional, and customer focused Customer Experience Manager who is a proven business leader, skilled and experienced in customer relationship management, a strategic thinker, and has hands on experience in the development of building and maintaining a trusted advisor relationship with the customer. 

The Customer Experience Manager will serve as a strategic point of contact between Phoenix Energy Technologies, Inc. and our 
customers to ensure their business needs are met and their expectations are exceeded while maintaining a margin expectation 
of the account. This position also takes the lead role in the upselling of products to the Customer to meet an assigned quota.

ABOUT PHOENIX ENERGY TECHNOLOGIES:

Founded in 2004, Phoenix Energy Technologies is a leading provider of Enterprise Energy and Facilities Management Solutions. 
Phoenix Energy Technologies works with retail, grocery, healthcare, and public sector customers to discover opportunities and implement solutions that primarily provide customer benefits of reduce energy costs, lower facilities spend, and decrease Capex needs of purchasing new 
equipment.  Additional benefits include impacting ESG goals by lowering CO2 emissions, improving comfort that improves customers’
revenues/sales, and better employee health & safety.

In addition to its SaaS software services, Phoenix Energy Technologies also provides professional Business Process Outsourcing (BPO) and Analytics as a Service (AaaS) to its customers. Phoenix Energy Technologies has taken an innovative approach to data analytics with a focus on built-in intelligence, by leveraging the Phoenix Energy Technologies platform, together with a robust and innovative services team, and predictive proactive analytics tools.

Culture is important at Phoenix Energy Technologies, and we take great pride in our atmosphere and boundless team spirit! We offer excellent products and services, 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, life, long and short-term disability benefits, an Employee Assistance Plan, a great flexible Personal Time Off Plan (PTO) and immediate 401K contributions. Phoenix Energy Technologies is truly an awesome place to work and grow!

RESPONSIBILITIES:

• Oversee and manage all aspects of the business agreement / SOW between Phoenix and Customer to maintain high customer retention and satisfaction.
• Plan/coordinate work of others, analysis/problem solving, prioritizing, negotiating, escalating/de-escalating. 
• Work closely with internal support teams on day-to-day customer issues as well as high priority opportunities.
• Coordinate with sales regarding new business opportunities supporting growth and quota expectation. 
• Closely monitor and support customer engagement and needs against internal support team resources.
• Provide high level of customer service to all internal and external constituents by working proactively across departments to meet customer deliverables as well as providing timely and equitable issue resolution.
• Create and maintain services performance (KPIs) reporting to communicate regularly to customers via weekly/bi-weekly/monthly meeting and Partnership/Business Reviews (quarterly, bi-annually, annually).
• Ensure strong customer relationships are established and maintained through personal contact with customers via phone calls, virtual meetings, site visits, etc.
• Lead all activities associated with customer contract renewals including RFP management/submission, Contract/Amendment development and execution, presentations and other required documentation. 
• Schedule/ track weekly/bi-weekly customer meetings that include internal teams as necessary. 
• Develop positive working relationship with internal teams who work closely with the customer.
• Monitor customer SOW vs actual work being performed to ensure customer understanding of work provided.
• Ensure all reporting in the internal reporting Portal are up-to-date and accurate. 
• Approach Customer issues with good account management judgment while following established guidelines for operating procedures, quality, and productivity.
• Work in tandem with the implementation team on pilot conversions as necessary.

REQUIRED SKILLS AND QUALIFICATIONS:

• 5+ years of Customer Experience or Account Management experience in the Grocery customer vertical, including experience in a high-level, cross-functional, and fast-moving environment. 
• Grocery Vertical Experience preferred with the management of asset optimization and energy conservation measures via the optimization of site-level Refrigeration, HVAC, and Lighting systems. 
• Experience with ability to develop product/service experiences and driving revenue & customer growth. 
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI/other analysis and recommendations utilizing tools such as Excel, Word, PowerPoint, Project, Power BI and other tools.
• Prioritize process, establish and meet deadlines, manage diverse group of support teams to meet time critical deadlines and complete tasks.
• Demonstrate effectiveness in both written and verbal communication skills and is able to effectively persuade and share information in concise manner.
• Relate well to all kinds of people, inside and outside of the organization; build appropriate rapport; use diplomacy and tact; diffuse high tension situations comfortably.
• Successfully blend people into teams; establishes purpose of team; create strong morale; share successes; gain respect of team.
• Make things happen; energized by challenge; understand the importance and impact of assignments and tenaciously move toward completion.

EDUCATION:

• Bachelor’s degree or equivalent