Customer Experience Account Manager

Enviri is a leading provider of environmental services in the United States, focusing on remediation, disposal, recycling, and beneficial reuse solutions. The Customer Experience Account Manager serves as a strategic liaison to manage customer relationships, mitigate churn, and drive customer satisfaction through proactive engagement.

Responsibilities:

• Serve as the primary relationship owner for assigned territory accounts
• Engage with customer to understand their needs/preferences and ensure we deliver accordingly as an organization
• Manage account performance against territory quota and roster metrics
• Conduct regular customer business reviews and present strategic insights cross-functionally
• Proactively reduce churn and identify opportunities to expand service offerings
• Quote accounts using the existing price book and strategic account approach
• Answer customer questions and address concerns in an effective and timely manner
• Monitor account health through analytics and proactive engagement
• Drive lifecycle management for profiles, contracts, AR status, and onboarding of new accounts
• Collaborate with CX Specialists to ensure order completeness and fulfillment
• Partner with regional Territory Account Managers (TAMs) to generate new profiles and communicate approval status
• Escalate service issues using the customer complaint tool and ensure closed-loop resolution
• Support pricing alignment, invoice accuracy, and SLA adherence
• Generate actionable customer and performance reports to support operational and financial goals
• Track customer satisfaction and monitor account performance
• Mentor team members as assigned by management
• Lead team huddles and meetings as requested
• Perform other related tasks as assigned

Requirements:

• Bachelor's degree in business, Environmental Sciences, Marketing, or related field (or equivalent experience)
• Minimum 3 years in customer service or account management (5 years with high school diploma)
• Strong communication, analytical, and organizational skills
• Proficiency in CRM Microsoft Office Suite
• Willingness to travel up to 30%
• Familiarity with regulatory frameworks such as RCRA, DOT, DEA, and OSHA
• Experience with SalesForce.com or familiarity with a related CRM system and practices