Job description

About Verantum

Verantum, formerly Phoenix Energy Technologies, Inc., is a data-driven company focused on building asset performance. Our innovative platform integrates operational data, asset details, and service history to create a comprehensive asset record. This empowers multi-site operators to make informed decisions regarding maintenance, repair, and replacement at scale. We support organizations managing over 45,000 buildings and more than 2.5 million energy-intensive assets through our 'Collect. Analyze. Act.' framework, covering energy and comfort management, HVAC/R lifecycle optimization, technician support, and AI-driven diagnostics.

Job Description

The Customer Experience Manager (CXM) acts as the primary strategic contact between Verantum and its clients. This role is crucial for ensuring customer expectations are consistently exceeded, business objectives are met, and account profitability is maintained. The CXM will lead client interactions, provide support to internal teams, and champion continuous improvements in service delivery.

Key Responsibilities

Serve as the main point of contact for assigned accounts, managing all service-related communications and handling escalations.
Develop, manage, and maintain strategic account plans and 'Yellow Sheets' to foster customer retention and loyalty.
Collaborate with the leadership team to resolve client-specific issues across all service domains.
Create and maintain customized client playbooks, ensuring strict adherence to service parameters and contractual Statements of Work.
Analyze monthly and quarterly performance reports to identify opportunities for cost savings and service enhancements.
Lead upselling initiatives to achieve assigned revenue targets while ensuring high levels of client satisfaction.
Facilitate clear and effective communication with internal teams, senior management, and executive leadership.
Identify and articulate opportunities for new product adoption based on evolving client needs.

Required Skills and Abilities

Exceptional verbal and written communication skills.
A thorough understanding of customer service principles and best practices.
Proficiency in the Microsoft Office Suite, including Outlook, Excel, Word, and PowerPoint.
A keen eye for detail with the capacity to manage and prioritize a substantial workload.
Experience in multi-unit account management is highly desirable.

Education and Experience

A Bachelor's degree or equivalent practical experience.
A minimum of two years of experience in account management or customer-facing operations.
Prior industry knowledge in building controls, refrigeration systems, or energy management is considered an advantage.

Physical Requirements

The role involves prolonged periods of sitting at a desk and working on a computer.
Ability to lift up to 15 pounds occasionally.

Compensation and Benefits

A competitive base salary will be offered, determined by candidate qualifications and experience.
Eligibility for an annual bonus.
A comprehensive benefits package including health, dental, and vision insurance, long-term and short-term disability coverage, an Employee Assistance Program, and a 401(k) plan with a generous employer match.
Generous paid time off (PTO) and 11 paid holidays.
This is a remote position.
Opportunity to work within a strong, employee-focused environment with a well-established company culture.