Manager, Customer Success

Arcwood Environmental has been a leader in responsible waste management for over 50 years. As a Manager of Customer Success, you will take a lead role in supporting key accounts to achieve customer support, revenue, and profitability goals, while ensuring quality service delivery and exceptional customer experience.

Responsibilities:

• Prioritizes health and safety by adhering to policies, processes, and maintaining safe practices at all times
• Serves as the primary internal and external contact for assigned key account
• Acts as primary intermediary between Arcwood’s internal support teams and the key account; delivers a truly exceptional customer experience by leveraging ownership of the customer day-to-day interface
• Ensures all customer inquiries are managed in a timely and accurate manner
• Participates in and/or takes the lead on assigned key account conference calls (internal and external)
• Supports Corporate Account Manager with all planned and unplanned communications
• Manages all events and project work inquiries from key account contacts and/or sites
• Assists the field Sales team in supporting all key account service and pricing issues
• Partners with internal teams to resolve any key account proforma issues
• Serves as the assigned key account’s primary champion of service delivery
• Manages the key account Conditional Pricing Approval program
• Stays abreast of any/all key customer personnel changes to ensure service continuity
• Engages other Arcwood departments and personnel to develop customer pricing and proposals
• Supports key account customer pricing program, ensuring full compliance and adherence
• Liaises with finance support team to ensure key account receivables and billing compliance
• Increases sales revenue and profit dollars by identifying potential new key account sites
• Keeps Sales leadership informed of any/all service trends within the key account
• Drives and supports a collaborative teamwork spirit between all Arcwood personnel to support key account
• Increases sales revenue and profit of key accounts through regular contact with customers and continued communication regarding additional available services
• Stays abreast of major environmental regulatory changes and industry trends, as well as competitive conditions
• Coordinates with customers to profile, identify service timeframes, and ensure quality and customer satisfaction with the current offering(s); works to resolve any customer concerns
• Maintains a comprehensive understanding of the Company's service offerings for business lines offered to customers
• Leverages Salesforce to maintain customer connections, document events, enable smaller quotes and approval of out of specification materials, etc
• Maintains the ability to travel up to 20%, with occasional overnight stays
• Takes on additional duties as assigned to support the team and organization

Requirements:

• Bachelor's degree (required), with a focus in sales, business, marketing or science (preferred)
• 3+ years of proven industry related sales experience (required)
• In lieu of degree, 7+ years of proven industry related sales experience (required)