Senior Manager, Client Services

Role Overview

• Supervise, coach, and develop a team of Technical Service Specialists, providing guidance on technical, regulatory, and customer service matters.
• Assign and monitor workload to ensure timely processing of waste profiles, customer inquiries, and service requests.
• Conduct regular performance reviews, provide feedback, and support professional development.
• Foster a collaborative, accountable, and customer-focused team culture.
• Ensure high-quality, timely responses to customer inquiries, pricing requests, and technical questions.
• Partner with Sales to support business growth and customer retention through superior service delivery.
• Review and approve waste profiles, pricing requests, and documentation prior to submission.
• Act as an escalation point for complex customer issues, coordinating resolution with Sales, Operations, and Compliance.
• Provide oversight to ensure all waste is accurately profiled, classified, and managed according to EPA, DOT, and RCRA regulations.
• Verify that documentation (SDSs, manifests, lab results) meets regulatory and facility requirements.
• Ensure all team members adhere to internal procedures and maintain audit-ready records.
• Stay current on industry regulations, facility capabilities, and emerging waste management technologies.
• Collaborate with Operations, Dispatch, and Logistics to ensure seamless scheduling and waste shipment coordination.
• Monitor throughput and turnaround times to maintain service-level expectations.
• Identify workflow inefficiencies and recommend process improvements.
• Support billing and revenue integrity by ensuring accurate and timely completion of service documentation.
• Track and report on key metrics (profile approval timelines, customer satisfaction, volume growth, etc.).
• Identify trends, recurring issues, and areas for improvement in service delivery or technical processes.
• Lead or participate in cross-functional initiatives aimed at enhancing customer experience and compliance performance.
• Support internal and external audits related to technical and customer documentation.

Requirements

• 7 or more years of experience in the waste/environmental industry or customer/account management
• Bachelor’s degree in Environmental Science, Chemistry, Business or related field preferred
• Strong knowledge of hazardous / non hazardous waste regulations (EPA, DOT, RCRA, TSCA) and waste profiling processes
• Experience reviewing SDSs, lab results, and waste profiles
• Excellent organizational, analytical, and problem-solving skills
• Strong written and verbal communication skills, with the ability to convey technical information clearly
• Proven ability to lead teams, manage priorities, and drive accountability
• Proficiency in CRM and ERP systems (Salesforce, NetSuite, or similar) and Microsoft Office Suite.

Tech Stack

• ERP

Benefits

• medical, prescription drug, vision, and dental plans
• 401(k) plan
• paid parental leave
• paid time off
• paid holidays