Reports to: Vice President of National Accounts Direct Reports: None

Position Summary

The Customer Experience Coordinator (CEC) coordinates the launch and ongoing administrative support of National Accounts.

This role owns the account launch process from signed agreement through go-live, ensuring customer requirements, documentation, approved pricing, service coverage, account setup, and billing procedures are complete and communicated. Working closely with National Accounts, Operations, franchisees or service providers, and Accounts Receivable (AR), the CEC tracks readiness, follows up on outstanding items, and escalates barriers to a successful launch.

After launch, the CEC supports a consistent customer experience through proactive communication, billing coordination, issue follow-through, and account health tracking. This is a hands-on position requiring organization, initiative, attention to detail, and a willingness to assist without waiting to be asked.

Key Responsibilities

Account Launch Ownership

• Own and maintain the account launch checklist, timeline, assigned responsibilities, and readiness status from signed agreement through go-live.
• Review customer requirements with National Accounts and Operations and translate them into actionable setup tasks.
• Coordinate required documentation, including signed agreements, service requirements, certificates of insurance (COIs), customer contacts, and billing instructions.
• Confirm approved pricing is documented and accurately reflected in the appropriate systems and customer portals.
• Verify service coverage and responsible service providers with Operations, documenting gaps and escalation contacts before launch.
• Coordinate customer account, location, portal, and work order setup with the appropriate teams.
• Confirm invoice requirements, purchase order procedures, supporting documentation, submission methods, and payment terms with Accounts Receivable.
• Communicate launch requirements and responsibilities to internal teams and participating service providers.
• Track outstanding items, escalate launch risks, and obtain readiness confirmation from responsible teams before go-live.
• Monitor initial work orders and billing activity to identify and resolve early account issues.

Customer Experience & Communication

• Serve as a central contact for customer updates, administrative questions, service concerns, and billing inquiries.
• Provide timely, accurate updates on scheduling, work status, outstanding items, and issue resolution.
• Track customer concerns with a clear owner, next action, and expected resolution date.
• Coordinate responses with the appropriate team and follow through until issues are resolved.
• Maintain accurate records of customer communication, commitments, and account requirements.
• Escalate concerns that could affect service delivery, customer satisfaction, or the overall account relationship.

Operations & Billing Coordination

• Facilitate communication between National Accounts, Operations, franchisees or service providers, and Accounts Receivable.
• Monitor open work orders and follow up on missing updates, overdue activity, and incomplete documentation.
• Confirm completed work includes the information required for billing.
• Coordinate resolution of invoice discrepancies, rejected invoices, missing purchase orders, and customer billing questions.
• Track outstanding billing issues and support Accounts Receivable with customer communication and documentation.
• Identify recurring administrative or service gaps and recommend practical process improvements.

Account Health & Performance Tracking

• Maintain an account health tracker showing open work orders, response times, completion status, documentation compliance, unresolved customer issues, and billing exceptions.
• Monitor performance against each account's agreed service requirements and flag exceptions promptly.
• Provide regular account status reports to National Accounts and Operations, highlighting overdue items, recurring issues, and actions needed.
• Keep reporting accurate and current so teams can act on account risks.
• Track corrective actions through completion and identify patterns that could affect customer retention or account growth.

Required Qualifications

• 2+ years of experience in project coordination, account management, or a related role.
• Strong organizational skills with the ability to manage multiple accounts, tasks, and deadlines simultaneously.
• Excellent written and verbal communication skills with a professional, customer-focused approach.
• Ability to take ownership of follow-up and coordinate work across cross-functional teams without direct supervisory authority.
• Strong attention to detail when handling pricing, documentation, account records, and billing requirements.
• Proficiency with Microsoft Office, CRM systems, customer portals, and work order platforms.

Preferred Qualifications

• Experience supporting multi-location customers, franchise organizations, or field service businesses.
• Familiarity with certificates of insurance (COIs), invoicing, and Accounts Receivable processes.