Director, Customer Care, Major Accounts

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Culligan 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 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 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.

Culligan as One

Customers come first

Commitment to Innovation

Courage to do what’s right

Consistently deliver exceptional results

We are seeking a Hybrid Director of Customer Care, Major Accounts local to our King of Prussia, PA office to lead 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 daily business‑as‑usual functions, you and your team will work in an account‑management capacity, proactively addressing the unique needs and expectations of each of these significant customers.

Partnering with Sales, Finance and Field Service counterparts, you will enhance the customer experience related to contract updates, billing accuracy and support for equipment maintenance to drive retention and revenue growth. You will ensure customer services are delivered in accordance with established MSAs and meet all contractual SLAs, eliminating customer problems and fostering a loyal customer base.

• Lead and develop a high‑end Customer Care team to enhance support performance, establishing clear performance measurements and an environment that facilitates success.
• Drive customer retention and improve NPS scores continuously.
• Support large customers ensuring any specific MSA requirements are delivered and provide feedback on new terms and conditions.
• 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 effectively and completely resolved to customers’ satisfaction and serve as the critical point of escalation for complaints.
• Learn and become proficient in the tools and systems used by Culligan Quench for service, including Salesforce, Excel and Power
  
  BI.
• 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 SLA targets.
• Participate in customer‑facing meetings, including monthly or quarterly relationship meetings, issue‑resolution 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, personal development plans, coaching and development opportunities.
• Work effectively and cross‑functionally with all peers and departments to negotiate and influence customer improvements.
• Employ a strategic, forward‑looking mindset, identifying and developing improvement opportunities by introducing new processes, team structures, tools and technologies.
• Collaborate within the Customer Care organization and across the broader Culligan Quench enterprise to advance service delivery, manage costs, increase revenue and improve customer satisfaction.
• Provide…