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

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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.

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Key Responsibilities

Account Launch Ownership

• Own and maintain the account launch checklist, timeline, assigned responsibilities, and readiness status from signed agreement