Account Manager SaveRetention Team
Account Manager SaveRetention Team
Posted on :
16-03-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
16-03-2025
Job Description
About Quench
Quenchs purpose is to impact peoples lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a frontline role in the battle against singleuse plastic water bottles by delivering ondemand filtered water solutions to more than 120000 healthy and environmentally conscious customers across North America.Quench bottlefree water coolers ice machines sparkling water dispensers and coffee brewers purify the existing water supply providing an endless supply of clean water and waterbased beverages for a fixed monthly fee typically under a long term bundled service and rental subscription agreement. Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia PA Quench has more than 1200 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit www.quenchwater.
About Culligan
Founded by Emmett Culligan in 1936 Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced stateoftheart water filtration and treatment products. These products include water softeners drinking water systems wholehouse systems and solution for businesses. Culligans network of franchise dealers is the largest in the world with over 900 dealers in 90 countries. Many of Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises.For more information visit www.culligan.
Values: 5Cs
Culligan as One
Customers come first
Commitment to Innovation
Courage to do whats right
Consistently deliver exceptional results
About the role
- The remote Customer Care Account Manager is responsible for the satisfaction loyalty and retention of the companys customers in one of Quenchs geographic service regions. As such each Customer Care Account Manager is specially trained to handle any questions or escalated issues within his/her region.
Responsibilities
- Address customer concerns related to cancellations quickly and accurately escalating when necessary.
- Work with counterparts in other customerfacing departments to ensure alignment of priorities and satisfaction of customers
- Maintain a thorough understanding of the customer base able to predict customer issues / concerns before they occur & act upon them through proactive customer outreach
- Meet/exceed all position specific key performance indicators/metrics (KPIs).
- Be accountable for the key operating metrics that drive the satisfaction retention and profitability of customers including SLA achievement NPS RMR net growth churn rate etc.
- Maintain regular and reliable attendance
- Offer alternatives such as rate adjustments discounts or expedited PM services
Identify the root cause of potential cancellations present solutions and align with customers on the best resolution.
Competencies
- Strong influencer with a proven ability to negotiate and persuade customers to drive retention for Culligan Quench
- Active listener absorbing customer concerns identifying pain points and providing tailored solutions to retain their business.
- Excellent communicator with strong followthrough to ensure that customer issues arent just presumed resolved rather that they are seen through
- Calm and poise during customer conversations regardless of customer temperature
- Motivated to achieve high retention rates
- Quick to engage with customers and not shy from problems
- Responsive reliable for teammates customers and supervisors
Qualifications
- Experience handling customer issues with excellent deescalation skills
- Strong communication skills (verbal and written) and prompt communication
- Exceptional ability to multitask staying organized in a resultsdriven fastmoving environment
- Flexibility to interact with changing customer types and exceed their needs; flexibility to ever changing environment of work volume schedule changes etc.
- Process Compliance: Follows all documented processes & department policies to provide customer support
- Ability to collaborate and use influence crossfunctionally
- Experience with KPIsProficiency with Microsoft Office Suite (Word PowerPoint Excel and Outlook)
- Ability to understand customer concerns address objections and present compelling reasons to stay.
- Ability to identify customer pain points and offer tailored solutions.
- Experience working with retention KPIs (e.g. churn rate save rate NPS).
Experience in retention account management sales or customer support with a focus on saving atrisk customers.
Experience in suggesting plan adjustments discounts or valueadded services to retain customers.
Role Highlights
- Career progression opportunities
- Fully Remote!
Benefits
- Medical Dental Vision which start day one
- 401(k) match of 50 up to 6
- 15 days PTO and 10 paid Holidays
Quench offers salary commission benefits and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex sexual orientation race color religion gender national origin ethnicity age disability marital or family status pregnancy military status veteran status genetic information or any other category protected by federal state and local laws. This policy applies to all aspects of the employment relationship including recruitment hiring compensation promotion transfer disciplinary action layoff return from layoff benefits training social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
Equal Opportunity Employer:
We are committed to fostering an inclusive workplace and hiring employees without discrimination based on race color religion gender disability age or other factors prohibited by law.
Quench is an Equal Opportunity Employer.
Required Experience:
Manager
Employment Type
Full-Time
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