Customer Experience Program Manager – Clean Partners

Role Overview

• Serves as the primary point of contact between the company and its customers
• Oversight of overall Account Health Activities
• Both verbal and written communication are essential for building relationships and conveying information effectively
• Effective management of: quoting based on pricing strategy; profile lifecycle; process code application; AR status; contract, pricing and addendum lifecycles; works with sales and material management to obtain price quote from suppliers; schedules services internally & works with the Program Manager, Direct Shipments for 3rd party transactions; validates shipment details; obtains signed shipping documents and weight tickets; uploads collected job sheets in IDP as needed; reconciles project/shipment invoice volumes and offspecs; works with billing to ensure real time accurate customer invoicing
• Provides concierge desk service as single point of contact for national broker partners
• Provides business review data and presentations for CX leadership in person or virtually as appropriate
• Communicate and coordinate with internal teams (Customer Experience Account Managers, Field Technicians/Operations, Compliance, and/or Sales) regarding service requirements, modifications or issues with the service needs of customers
• Strives to troubleshoot credit and rebill trends to continuously improve toward the perfect invoice
• Ensures appropriate fixes have been made and measures change adoption for book of business
• Quotes as needed for new business based on existing customer contract pricing
• Supports Customer Experience Specialists to ensure order management delivers desired outcomes to meet customer SLAs for ongoing direct shipments
• Maintaining clear and consistent communication with customers, both internally and externally
• Developing and implementing account plans to meet customer needs and objectives
• Resolving customer issues and complaints in a timely and effective manner
• Ability to manage multiple tasks and projects simultaneously
• Tracking customer satisfaction, monitoring account performance, and preparing reports
• Provides internal reports on the progress of a customer to improve performance and reach targets
• Confirms waste disposal and other service processes are prepared to meet internal and governing agency requirements and maintain a high level of quality
• Ability to prioritize customer needs and provide excellent service
• Lead team huddles and meeting as requested
• Train and mentor new Customer Experience Program Managers, Customer Experience Account Managers and Customer Experience Specialists
• Serve as a Subject Matter Expert (SME) by team for answering questions and gathering feedback specific to areas managed and internal processes
• Proven ability to lead projects and initiatives, foster process improvement opportunities, execute implementation and training

Requirements

• Bachelor’s Degree from an accredited college or university in Environmental Sciences, Business Administration, Marketing or similar area of study coupled with a minimum of 5 years of account management experience
• In lieu of education, a High School Diploma or GED required with a minimum of 5 years account management experience
• Min of 5 years of leadership experience in managing multiple, large cross functional teams/projects and influencing senior level management and key stakeholders
• The ability to work in a fast-paced, changing work environment dedicated to customer satisfaction and getting the job done
• Strong customer service and project management skills
• Proficiency in Microsoft Office, CRM Software, ability to change and adapt to enhancements in ERP
• Excellent communication, interpersonal and negotiation skills
• Detail oriented, highly organized and able to prioritize

Tech Stack

• ERP

Benefits

• health, dental, vision, life, and disability insurance plans starting on the first day of employment
• paid time off
• wellness benefits
• employee discount program
• tuition assistance
• 401k with company matching