This is a REMOTE work from home position.

Serve as a primary daily point of contact between Phoenix Energy Technologies EMS Team, Customer Experience Manager and their Clients to ensure client services are being maintained as per the scope of work/customer playbook.

•    Manage to all specific terms of the contract by and between Phoenix Energy Technologies, Inc. and the Client
•    Ensure teams are assisting clients with system support, workflow, data issues, reporting, and training.
•    Partner with development team to perform general system updates and maintenance
•    Maintain database information, i.e. Usernames, Reports, Location Data, etc.
•    Support call center management and Customer Experience Manager on resolution of client specific challenges in all areas 
•    Create and update playbooks and ensure account is managed against those parameters
•    Gauge daily client expectations, needs, and any other major benefits they are seeking
•    Regular partnership and involvement with training on client expectations
•    Review opportunities for improvements with clients, EMS Technicians and Development software which is utilized by both Phoenix and their customers
•    Act as daily point of contact for client issues and expectations
•    Accurate, verbal and written communication with internal Phoenix departments and external clients.
•    Approach client issues with good judgment; while following established guidelines for operating procedures, quality, and productivity
•    Able to communicate and identify new products to fit the needs of the client
•    Work with Customer Experience Manager to build new opportunities for existing clients. 
•    Communicate daily and weekly tasks to Customer Experience Manager
•    Work with Training Manager to ensure all EMS aspects are understood and trained correctly to accommodate their customer requirements
•    Customer Focus
o    Support client needs and provide appropriate solutions through relationship building daily
o    Ensure EMS Technicians are resolving facility related issues while managing client deliverables/expectations.
o    Provide a sense of urgency and ownership of each client interaction in order to meet the needs of the clients
o    Account Leads will communicate regularly with the Customer Experience Manager so that they can maintain a clear understanding of daily account functionality and processes
o    Provide and review weekly/monthly updates, checkups, business rules, and basic information to the Customer Experience Manager
o    Provide support to the Customer Experience Manager to set up regular customer scheduled meetings to also include quarterly, semi-annual and/or annual reviews with the Clients to review strategies, new updates, business rules, and basic information sharing. On site meetings should be planned at a minimum of semi-annual

•    Knowledge of building control systems and HVAC

•    Excellent oral and written communication skills
•    Excellent computer skills
•    Energy experience and comprehension
•    Excellent customer service experience

About Phoenix Energy Technologies, Inc.

Phoenix Energy Technologies is a leading property-technology company revolutionizing how multi-site building portfolios are operated. Through our innovative software platform, EnterpriseDX®, we integrate legacy IoT devices and external data sources into a seamless solution that enables proactive and predictive management of energy-intensive assets like HVAC, refrigeration, and lighting. By leveraging advanced data analytics and AI, we empower organizations to optimize equipment efficiency, cut energy costs, reduce maintenance expenses, and extend asset life—delivering substantial ROI. Our commitment to sustainability and operational excellence ensures that every facility achieves peak performance while minimizing energy consumption and maximizing long-term value. At Phoenix, we transform building management with data-driven insights and personalized service, enabling a future where buildings operate with unparalleled efficiency and sustainability.

Connections working at Phoenix Energy Technologies, Inc.