Manager of Customer Set Up WMHS

WM is a provider of comprehensive environmental solutions and related customer services. The Manager of Customer Set Up leads customer data implementation, contract setup, maintenance, and operational support for assigned accounts while managing and developing a team. The role drives cross-functional collaboration, issue resolution, performance reporting, and process improvement to enhance customer outcomes and operational efficiency.

Responsibilities:

• Lead Customer Set Up activities for an assigned account segment, ensuring accurate and timely customer data implementation, maintenance, contract setup, and ongoing support
• Manage, coach, and develop a team of Customer Set Up Specialists, fostering a culture of accountability, collaboration, continuous improvement, and customer focus
• Serve as the primary operational leader for assigned accounts, providing regular updates, performance reporting, and issue resolution support to cross-functional stakeholders
• Drive process improvement initiatives within the designated business segment by identifying operational inefficiencies, implementing standardized processes, and monitoring measurable outcomes
• Monitor team performance against established service level agreements (SLAs), quality standards, productivity metrics, and departmental objectives; develop reporting and action plans to address performance gaps and improve results
• Partner closely with Sales, Customer Experience, Revenue Management, Operations, and Contract Administration teams to ensure successful customer onboarding, contract execution, maintenance, and renewal activities
• Coordinate and oversee all aspects of customer and contract setup activities for assigned accounts, ensuring compliance with company policies, contractual requirements, and operational standards
• Facilitate effective communication between internal stakeholders and customer-facing teams, providing operational support, escalation management, and action planning to improve customer satisfaction and retention
• Lead resolution efforts for complex customer data and setup issues, including but not limited to customer master, material master, contract pricing, sales orders, invoicing, and billing-related concerns to prevent service disruptions and revenue delays
• Support enterprise contract renewals, amendments, and new customer implementations by ensuring accurate and timely data setup and maintenance activities
• Develop and maintain strong working relationships with key internal stakeholders, serving as a trusted partner for operational execution and customer data management initiatives