Inside Sales Manager - Account Success Representative

WM is North America's leading provider of comprehensive environmental solutions, and they are seeking an Inside Sales Manager - Account Success Representative. This role involves managing the Account Success Representative and Digital Sales Support team to enhance customer relationship management, retention, and account growth.

Responsibilities:

• Lead and develop the Account Success Representative and Digital Sales Support team, fostering a high-performance culture focused on customer retention, satisfaction, adoption, and long-term account growth
• Establish clear goals, performance expectations, and customer success metrics while holding team members accountable for delivering exceptional customer experiences and business outcomes
• Drive execution of customer success strategies by aligning team activities with organizational objectives, customer lifecycle priorities, and retention goals
• Provide leadership, coaching, and ongoing development opportunities to enhance team capabilities in relationship management, customer engagement, issue resolution, and value realization
• Champion a customer-first approach by ensuring proactive account management, identifying customer risks and opportunities, and partnering with cross-functional teams to drive successful outcomes
• Oversee customer portfolio health by monitoring key performance indicators, customer satisfaction trends, renewal readiness, and account engagement metrics to drive retention and growth
• Collaborate with Sales, Operations, Service, and other business partners to ensure seamless customer onboarding, adoption, and ongoing support throughout the customer journey
• Develop talent through workforce planning, recruitment, succession planning, and career development initiatives, building a strong pipeline of future leaders and customer success professionals
• Foster a culture of accountability, collaboration, and continuous improvement by encouraging open communication, sharing best practices, and recognizing team achievements
• Utilize customer insights, performance data, and industry trends to identify opportunities for process improvements, enhance customer outcomes, and support strategic business objectives
• Ensure operational excellence through accurate customer documentation, account records, renewal tracking, and compliance with established policies and procedures
• Manage escalated customer concerns and complex account issues, partnering with internal stakeholders to drive timely resolution and strengthen customer relationships

Requirements:

• Bachelor's Degree (accredited), or in lieu of degree
• High School Diploma or GED (accredited) and four (4) years of relevant work experience
• 3 years of business-to-business sales management plus three years in direct business-to-business sales, or two years of inside sales management experience (in addition to education requirement)
• 3 years Internal requirements - of proven success in a Level 4-6 sales position
• Must live and work in the US