Quench USA, Inc. · 2 months ago
Director, Customer Care, Major Accounts
King of Prussia, PA
Full-time
Hybrid
Director/Executive
6+ years expCulligan Quench is dedicated to improving lives by providing sustainable water solutions and is seeking a Director of Customer Care for Major Accounts. This role involves leading a team to enhance customer service for major accounts, ensuring high-quality support and fostering strong relationships to drive retention and revenue growth.
Consumer ElectronicsElectronicsProfessional ServicesTransportationWater Purification
Responsibilities
Lead and develop a high-end customer Care team to enhance customer support performance, establishing clear performance measurements and an environment that facilitates success
Drive customer retention and improve NPS scores ongoing
Support large customers ensuring any specific MSA requirements are delivered and provide feedback on new Ts&Cs to ensure operational success
Ensure customers are supported in a way that fosters strong, professional and trusting relationships
Motivate, train and develop your team for exceptional service delivery and individual growth
Ensure customer issues are being effectively and completely resolved to the customers’ satisfaction and serve as the critical point of escalation for the resolution of customer complaints
Learn and become proficient in the use of the tools and systems used by Culligan Quench for service, including but not limited to Salesforce, Excel and PowerBI
Become familiar with the systems used by customers for payment and service (external payment and service portals)
Partner with Scheduling and Field Service to ensure all customers’ services are scheduled and completed within all SLA targets
Participate in customer-facing meetings, including but not limited to monthly or quarterly relationship meetings, issue resolutions meetings, or other consultations as required by Sales, Service, Finance or the customer
Monitor all team performance measurements and provide feedback through individual 1:1s, effective use of personal development plans and coaching and development opportunities
Work effectively and cross functionally with all peers and departments to negotiate and influence customer improvements
Employ a strategic, forward-looking mindset, identifying and developing improvement opportunities by identifying new processes, team structure, tools and technologies to better serve and retain the customer base
Work collaboratively both within the Customer Care organization and across the broader Culligan Quench enterprise to advance service delivery, manage costs, increase revenue and improve customer satisfaction across the board
Acquisition support as needed to ensure outstanding customer onboarding
KPI achievement. Meet/exceed all position specific key performance indicators/metrics (KPI’s)
Maintain budgeted staffing levels
Operate within defined annual budget
Participate in budget exercises throughout the year and for FY budget development as needed
Qualification
Required
Minimum 5 years in a customer facing, account management and customer service capacity
Minimum 6+ years' experience leading/managing operational customer support teams
Minimum 3+ years' experience managing people leaders
Technical/system aptitude as needed to learn and utilize tools
Established track record of exceeding targets, KPI's/SLA's
Ability to use data and business intelligence in decision making
Demonstrate ability to motivate and communicate with others at all levels
Proven success building key customer and business partner relationships
Strong problem solving and decision-making skills
Proficient in MS Office Suite
Ability to operate and lead successfully in a fast-paced, dynamic business environment
Excellent written, oral and verbal communication skills
Preferred
Experience with Excel, Salesforce and PBI is preferred
Education: Bachelor's degree or equivalent experience strongly preferred
Benefits
Competitive base salary plus bonus opportunity.
Tuition reimbursement.
Medical, vision, and dental insurance.
Unlimited paid time away.
Short- and long-term, supplemental, and company-paid life insurance.
401(k) retirement savings plan.
Company
Quench USA, Inc.
Culligan Quench understands your workplace has unique water needs. That's why we offer customized water solutions tailored to grow with your business.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$121.5MKey Investors
Virgin Green FundElement Partners
2014-06-18Series Unknown· $14M
2014-01-14Series Unknown· $38.5M
2011-10-12Series Unknown· $30M
Leadership Team
Todd Peterson
President
Recent News
Indus Business Line
2023-10-13
Company data provided by crunchbase