Director, Customer Care, Major Accounts

About Culligan QuenchCulligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year.  We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement.  Culligan 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 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/
About CulliganFounded 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, state-of-the-art water filtration and treatment products. These products include water softeners, drinking water systems, whole-house systems and solution for businesses. Culligan's 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.com. 
Values: 5CsCulligan as OneCustomers come firstCommitment to InnovationCourage to do what's rightConsistently deliver exceptional results
Position Overview:  The Director, Customer Care, Major Accounts leads the team responsible for delivering high-end customer service to Culligan Quench’s largest accounts.  You will be responsible for several teams within the Majors organization, each accountable for providing account support for their regional or assigned accounts. In addition to the daily functions that address business as usual for this customer base, you and your team will be responsible for working in an account management capacity, proactively addressing the unique needs and expectations of each of these significant customers.  Partnering with your Sales, Finance and Field Service counterparts, you will enhance the customer experience related to contract updates, billing accuracy, and support for equipment maintenance in order to drive retention and revenue growth of customer base. You will enhance the quality of contact resolution, ensuring that customer services are delivered in accordance with established MSAs and meet all contractual SLAs. You will create focus on eliminating customer problems and ensure a smooth working relationship fostering a loyal customer base.   

Key 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 coac