Key skills
Client Relationship ManagementStakeholder ManagementProject ManagementAnalyticsCommunicationCustomer Success
About this role
WM is North America's leading provider of comprehensive environmental solutions, and they are seeking a Customer Success Manager to execute the onboarding of strategic accounts. This role involves building relationships with clients, overseeing onboarding activities, and managing communication between the company and the client to ensure successful implementation before transitioning to the permanent account team.
Responsibilities:
- Work directly with customers and internal stakeholders to ensure timely, accurate, and complete execution of complex implementation project plans
- Serve as an internal and customer-facing subject matter expert on implementations and impacts of non-standard use cases
- Provide practical guidance on operationalizing processes, data flows, and regulatory impacts; lead client trainings to optimize engagement
- Partner with functional teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement
- Build and sustain strong relationships with clients during the implementation phase, acting as a strategic advisor by understanding their objectives and challenges; transition relationship to the account team post-implementation
- Lead meetings with customers and internal stakeholders, document and manage action items, and ensure timely execution of project plans
- Engage across the customer’s organization and work cross-functionally to identify opportunities and risks around timelines and business processes; present recommendations and solutions
- Act as a client resource to escalate and address implementation activities, including issue resolution
- Accountable for onboarding analytics and reporting, including customer access, ensuring all information is current, and referencing dashboards during engagements
- Ensure all internal and external data inputs are accurate for successful implementation
- Partner with Billing to confirm billing definitions and ensure first invoice accuracy
Requirements:
- Bachelor's Degree in Project Management, or a related field; or in lieu of degree, High School Diploma GED (accredited) and 4 years of relevant work experience
- 7 years of related work experience (in addition to education requirement)
- Ideally looking to hire from within the SBS team