EMS Account Lead

Position Summary

The EMS Account Lead will serve as a primary daily point of contact between Phoenix Energy Technologies EMS 
Team, Customer Experience Manager and their Customers to ensure client services are being maintained as per the scope of 
work/Customer playbook.

CLIENT FOCUS:  

• Support client needs and provide appropriate solutions through relationship building on a daily basis
• 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 Customers
• Account Leads will communicate regularly with the Customer Experience Managers so they can maintain a clear understanding 
  of daily account functionality and processes
• Provide and review weekly/monthly updates, checkups, business rules, and basic information to the Customer Experience 
  Managers
• Provide support to the Customer Experience Managers 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 – onsite meetings should be planned at a minimum of semi-annually

RESPONSIBILITIES:

• Manage to all specific terms of the contract by and between Phoenix Energy Technologies, Inc. and the Customer
• Ensure teams are assisting Customers with system support, work flow, data issues, reporting, and training.
• Partner with development team to perform general system updates and maintenance
• Maintain database information, i.e.. user names, reports, location data, etc.
• Support call center management and Customer Experience Manager on resolution of Customer specific challenges in all areas
• Create and update playbooks and ensure account is managed against those parameters
• Gauge daily Customer expectations, needs, and any other major benefits they are seeking
• Regular partnership and involvement with training on Customer 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 Customer issues and expectations
• Accurate, verbal and written communication with internal Phoenix departments and external Customers
• Approach Customer 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 Customer
• Work with Customer Experience Manager to build new opportunities for existing Customers
• Communicate daily and weekly tasks to Customer Experience Managers
• Work with Training Manager to ensure all EMS aspects are understood and trained correctly to accommodate their Customer 
  requirements

QUALIFICATIONS/SKILLS:

• Demonstrates professional verbal and written communication skills.
• Knowledge of Customer service principles and practices
• Proficiency with MS Office (Outlook, Excel, Word, etc.)
• Detail oriented with the ability to manage and multitask a large volume of work
• Have a technical background and the aptitude to understand technical EMS systems (Novar, Freedom, CPC Emerson, Johnson 
  Controls, DanFoss, etc.). Have the ability to apply technical knowledge of EMS systems in order to support the Customer and 
  the EMS team
  
• Ability to manage projects
  
• Knowledge of Mechanical systems and their operation

EDUCATION AND EXPERIENCE:

• Bachelor’s degree, preferably in Engineering or related field or equivalent education/experience
• 3+ years of EMS (BAS) and HVAC background and technical knowledge
• Previous supervisory/management experience preferred.
• Knowledge of Mechanical systems and their operation