Customer Experience Manager

ABOUT US:

Verantum (formerly Phoenix Energy Technologies, Inc.) is a data-driven building asset performance company. Our platform unifies operational telemetry, asset identity data, and service history into an actionable asset record — enabling multi-site operators to make defensible maintenance, repair, and replacement decisions at scale. We support organizations responsible for 45,000+ buildings and 2.5M+ energy-intensive assets through our closed-loop framework: Collect. Analyze. Act. Our solutions span energy & comfort management, HVAC/R lifecycle optimization, technician enablement, and AI-driven diagnostics.

JOB DESCRIPTION:

The Customer Experience Manager (CXM) serves as the strategic point of contact between Phoenix Energy Technologies and its customers. This role is responsible for ensuring that customer expectations are exceeded, business needs are met, and account profitability is maintained. The CXM leads client engagement, supports internal teams, and drives continuous improvement in service delivery.

SUPERVISORY RESPONSIBILITIES:

None

KEY RESPONSIBILITIES:

·        Act as the primary liaison for assigned accounts, managing all service-related communications and escalations.

• Develop, manage and maintain Yellow Sheets and Account Plans to ensure customer retention and drive loyalty
• Collaborate with the extended leadership team in resolving client-specific challenges across all service areas.
• Create and maintain client-specific playbooks and ensure adherence to service parameters and Statements of Work.
• Review monthly and quarterly reports to identify cost-saving and improvement opportunities.
• Lead upselling efforts to meet assigned revenue quotas while maintaining client satisfaction.
• Communicate effectively with internal stakeholders, senior leadership, and executive teams.
• Identify and communicate opportunities for new product adoption based on client needs.

REQUIRED SILLS/ABILITIES

·        Strong verbal and written communication skills.

·        Deep understanding of customer service principles and practices.

·        Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).

·        Detail-oriented with the ability to manage and prioritize a high volume of work.

·        Multi-unit account management experience preferred.

EDUCATION AND EXPERIENCE

·        Bachelor’s degree or equivalent experience.

·        Minimum of two years of account management or customer-facing operations experience.

·        Industry knowledge in building controls, refrigeration systems, or energy management is a plus.

CPHYSICAL REQUIREMENTS:

·        Prolonged periods sitting at a desk and working on a computer.

·        Must be able to lift up to 15 pounds at times.

COMPENSATION AND BENEFITS

·        Competitive base salary commensurate with experience based on candidate qualifications.

·        Annual bonus.

·        Comprehensive benefits package including health, dental, vision, long and short-term disability, Employee Assistance Program and 401(k) with generous employer match.

·        Generous PTO and 11 paid holidays.

·        Remote.

·        Strong employee-centric work environment and well-established culture.