Partner Experience Manager

About Us

Pegasus leads the way in comprehensive cleaning and maintenance solutions. We leverage cutting-edge technology to create and maintain clean, healthy, and safe indoor environments for commercial, industrial, and manufacturing facilities.

Pegasus was named by Inc. Magazine as one of the "Fastest Growing Private Companies in America".

When a customer picks up the phone or sees a Pegasus representative at their facility, they know that they are dealing directly with an owner of the company. Everyone has one overriding goal: do whatever it takes to guarantee our customer’s satisfaction. It is our goal to deliver “WOW” experiences through exceeding our customer’s and employee’s expectations. We are quick to respond with care, compassion, and attention to detail. Working as a part of a world-class team to achieve great things together, if our customers and employees don’t rave about Pegasus, then we have failed.

General Responsibilities:

This Partner Experience Manager is instrumental in ensuring exceptional customer satisfaction and maintaining deep and meaningful relationships with Pegasus’ customers. This role will be responsible for reviewing quality inspections, coordinating business review meetings, and overseeing special occasions like birthdays, anniversaries, events, and holidays to enhance overall customer experience.

Salary: $70,000 - $75,000 annually 

Specific Duties / Essential Functions:

• Flag recurring concerns and escalate issues to cross-functional teams.
• Resolve service issues by identifying customer complaints, determining cause, and selecting an explanation and/or solution to rectify the problem.
• Collaborate with relevant teams to address any identified issues promptly and proactively implement solutions to enhance customer satisfaction.
• Evaluate the results of quality inspections on products, services, or interactions to identify areas for improvement and commendation. 
• Develop comprehensive reports and presentations for these meetings, providing insights and recommendations based on customer feedback and data analysis.
• Research trends and analyze data to interpret customer needs and maximize future enhancements to service offerings and brand messaging.
• Schedule and curate content for regular business review meetings with customers to discuss their specific needs, challenges, and overall satisfaction with our offerings.
• Help develop the customer experience channels, identify customer pain points, and ideate ways to improve the customer experience.
• Cultivate strong and lasting relationships with our customers by understanding their unique requirements and preferences.  Initiate and maintain regular communications with customers to ensure their needs are met, and they feel valued as part of our business family.
• Coordinate personalized gestures and gifts to commemorate important milestones, fostering a sense of loyalty and emotional connection with the Pegasus brand.
• Strategize and implement special occasion recognition initiatives, such as birthday and anniversary celebrations for our customers. 
• Collaborate with the relevant teams to implement necessary improvements based on the feedback received.
• Collect and analyze customer feedback, including surveys and direct interactions, to gain insights into their satisfaction levels and preferences. 
• Manage and report results of Pegasus Customer Happiness Index (CHI), used to understand the overall customer satisfaction and to identify what customers may be at risk. 
• Collaborate with cross-functional teams to drive initiatives that optimize customer satisfaction and loyalty.
• Continuously seek opportunities to enhance the overall customer experience by staying updated on industry best practices and trends. 
• Act as the voice of the customer within the organization, advocating for customer needs and preferences to influence decision-making and product/service improvements.
• Stay up-to-date with industry trends, market changes, and competitors' activities is important for providing valuable insights to clients.
• Collaboration and coordination ensure that client expectations are met, and that the organization can deliver on its promises.
• Working closely with internal teams, such as sales, marketing, and product development, is essential.
• Other duties as assigned.

 Skills & Experience:

• 5+ years of related experience required. 
• High school diploma or GED required.

Physical Requirements: While performing the duties of this job, the employee is regularly required to:

• Ability to walk for extended periods across multiple job sites
• Ability to lift and carry up to 30 lbs.
• Ability to bend, reach, stand, and walk for extended periods.
• Repetitive use of hands, wrists, arms, and legs, including climbing stairs, use of ladders and keeling or squatting.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Compliance Requirements:

• Must be 18 years of age.
• Must provide proof of U.S. Citizenship or Permanent Residency.
• Must provide proof of work authorization and complete an I-9 and E-Verify process
• Must complete pre-employment background check. (if applicable)
• Must complete pre-employment drug screen. (if applicable)
• Must complete pre-employment motor vehicle record check. (if applicable)
• Must provide proof of COVID-19 vaccination. Pegasus is an Equal Opportunity Employer and reasonable accommodations will be considered for medical restrictions or a bona fide religious objection is approved. (if applicable)

Supervisory Responsibility: This position is responsible for managing Supervisors and Leads atthe Client location.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing some duties of this job, the employee is frequently exposed to fumes or airborne particles, moving mechanical parts and vibration. The noise level in the work environment and job sites can be loud.

Travel: Travel is primarily local, although some out-of-area and overnight travel may be expected.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This job description is subject to change at any time at the discretion of Management.