Customer Relationship Manager

Vivreau; Hoboken (NJ); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Job summary

Vivreau North America is seeking a Customer Relationship Manager to elevate the customer experience and manage key accounts from Hoboken, NJ. You will monitor satisfaction, address service gaps, and coordinate with Sales, Success, Operations, and Technical Services to ensure commitments are met.

The role emphasizes building trusted relationships, clear communication, and ownership of actions across teams to sustain long-term customer growth.

Qualifications

• Experience building and maintaining customer relationships with multiple stakeholders.
• Strong communication and collaboration across internal teams.
• Ability to manage escalations with urgency and structure.

Responsibilities

• Drive a high standard of customer experience across all interactions.
• Monitor customer satisfaction, service quality, and account health.
• Coordinate cross-functional teams to resolve issues and deliver on commitments.
• Prepare service performance updates and improvement plans.
• Manage critical customer escalations with urgency and professionalism.

Skills

Customer relationships

Communication

Collaboration

Problem solving

Escalation management

Attention to detail

Organizational skills

Adaptability

Job description

At Vivreau North America, and our sister company Mavea, we have a clear vision and mission to deliver high quality water in a sustainable, environmentally responsible, and health-promoting way. With over 15 years in North America and backed by our parent company Brita SE in Germany, we are poised to expand on our business across the continent.

Vivreau embraces this simple idea: local water can be transformed to be even better than the heavily marketed bottled stuff, and at a tiny fraction of the footprint. Vivreau dispensers provide delicious, micro-filtered still, sparkling, and hot water without the need for plastic bottles or cans, making us a key partner to the Fortune 500, premium hospitality providers and healthcare. Vivreau’s Professional Filters are prevalent in coffee shops and cafes North America-wide, ensuring perfectly balanced ingredient water for coffee, espresso, tea, and combi-steam ovens. Together with our sister company Mavea, which is geared to the consumer market, we have kept billions of plastic bottles out of the landfill.

We are making a difference in the world and are looking for value focused people to join us!

Currently, we’re looking for a Customer Relationship Manager to join our sales team.

Key Responsibilities:

Customer Experience & Service Excellence

• Drive a consistently high standard of customer experience across all customer interactions.
• Proactively monitor customer satisfaction, service quality, and overall account health.
• Identify risks, service gaps, or recurring concerns early and take ownership to resolve issues before they escalade.
• Ensure all customer touchpoints are clear, responsive, professional, and aligned to agreed expectations.
• Build trust with customers by maintaining regular, structured, and transparent communication.
• Support a customer-first culture by ensuring internal teams understand customer priorities, expectations, and sensitivities.
• Work closely with Key Account Managers, Customer Success, Operations, Technical Services, and other relevant teams to ensure service delivery is fully aligned with commercial commitments.
• Act as the central coordination point for assigned accounts, ensuring all stakeholders are informed, connected, and working against a shared plan.
• Support account planning activity by providing service-related insight, performance updates, and customer feedback.
• Coordinate internal actions across departments to ensure customer commitments are delivered effectively and on time.
• Maintain clear ownership of open actions, ensuring accountability across all teams involved in customer service delivery.
• Partner with commercial teams to ensure service performance supports customer retention, satisfaction, and long-term relationship growth.

Performance Management & Reporting

• Monitor service delivery performance against agreed SLAs, KPIs, contractual obligations, and internal service standards.
• Provide clear visibility of account performance through regular reporting and structured updates.
• Translate performance data into actionable insights, highlighting risks, trends, gaps, and improvement opportunities.
• Drive accountability across internal teams to ensure consistent delivery against agreed service expectations.
• Support review meetings with internal stakeholders and customers by preparing service performance updates, action logs, and improvement plans.
• Track progress against corrective actions and ensure agreed improvements are completed and sustained.
• Take ownership of critical customer escalations and ensure they are managed with urgency, structure, and professionalism.
• Coordinate cross-functional teams to drive timely and effective resolution of customer issues.
• Ensure customers are kept informed throughout the escalation process, including progress updates, actions being taken, expected timelines, and final outcomes.
• Restore customer confidence by ensuring issues are resolved thoroughly and that root causes are understood.
• Maintain accurate records of escalations, decisions, actions, and outcomes.
• Identify when escalations require senior leadership visibility and ensure appropriate updates are provided.
• Identify recurring issues, trends, and inefficiencies across assigned accounts and service workflows.
• Work with internal teams to implement corrective actions and reduce repeat issues.
• Partner with Customer Success, Operations, and Technical Services to improve processes, communication flows, reporting, and customer outcomes.
• Use customer feedback and service performance data to recommend improvements that enhance the overall customer experience.
• Support the development of best practices for account communication, escalation management, reporting, and service recovery.
• Continuously seek opportunities to simplify processes, improve consistency, and elevate service delivery standards.
• Customer Relationship Management: Ability to build and maintain strong, trusted relationships with customers and internal stakeholders.
• Communication Skills: Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and appropriately for the audience.
• Service Ownership: Strong sense of accountability and ownership when managing customer issues, open actions, and service commitments.
• Problem-Solving: Ability to investigate issues, identify root causes, coordinate solutions, and ensure effective resolution.
• Performance Management: Ability to interpret service data, monitor KPIs, and translate insights into clear actions.
• Escalation Handling: Ability to manage sensitive or critical customer escalations with structure, urgency, and confidence.
• Collaboration: Ability to work effectively with Key Account Managers, Customer Success, Operations, Technical Services, and other departments.
• Attention to Detail: High level of accuracy when managing customer updates, reporting, action logs, and follow-up activity.
• Organizational Skills: Ability to manage multiple accounts, priorities, deadlines, and customer requirements effectively.
• Adaptability: Flexibility to respond to changing customer needs, urgent service issues, and evolving business priorities.

What you can expect from us:

• The opportunity to work with a progressive, fun company that ensures a safe and productive environment.
• Competitive Health Benefits package and paid sick time and vacation time
• Company matching retirement saving plan

Growth culture with many opportunities to develop both personally and professionally

We look for people with a clear drive for delivering service excellence with integrity, from a team-driven and dynamic mindset.