| This is a REMOTE work from home position. 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. • Manage to all specific terms of the contract by and between Phoenix Energy Technologies, Inc. and the Client
• Ensure teams are assisting clients with system support, workflow, data issues, reporting, and training.
• Partner with development team to perform general system updates and maintenance
• Maintain database information, i.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 clients.
• 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 clients.
• 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
o Support client needs and provide appropriate solutions through relationship building daily
o Ensure EMS Technicians are resolving facility related issues while managing client deliverables/expectations.
o Provide a sense of urgency and ownership of each client interaction in order to meet the needs of the clients
o Account Leads will communicate regularly with the Customer Experience Manager so that they can maintain a clear understanding of daily account functionality and processes
o Provide and review weekly/monthly updates, checkups, business rules, and basic information to the Customer Experience Manager
o 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 |