Account Associate II

Waste Management, Inc. (WM)•Phoenix, AZ

3d•Onsite

About The Position

The Account Associate II (IAE - TEAM) generates shareholder value by using a consultative retention based selling approach for larger, more complex Small/Medium commercial WM customers as part of a team-based queue. The IAE - TEAM manages existing business relationships focused on achieving budgeted retention goals by developing and implementing sound retention strategies, utilizing strong negotiation efforts to preserve business, and securing and updating contract agreements from WM customers as well as growing revenues from existing customers. The role of the IAE - TEAM is to maintain a net positive business performance in the commercial space through proactive outreach, account retention and revenue protection efforts to maintain a mutually beneficial alignment between the customer and WM’s growth goals.

Requirements

High School Diploma or GED (accredited).
One (1) year of WM experience or five (5) years of business-to-business account management experience at a proficient level (in addition to education requirement).
Ability to effectively convert customer cancellation requests into long term relationships
Ability to effectively build relationships across a wide variety of business types
Ability to multi-task and perform computer duties across multiple screens while on phone with customers addressing issues or concerns in a professional tone and temperament
Proficient in time management and in computer skills – Word, Excel, Power Point, etc.
Positive attitude that enjoys assisting and providing solutions to others
High impact communication in written and verbal manner
Ability to adapt to change and manage multiple priorities
Ability to negotiate effectively
Ability to utilize sound business practices
Ability to work independently and as part of a team

Responsibilities

Serves as the lead point of contact for customer account management matters as part of a team-based queue, establish and maintain a high level of customer satisfaction with internal and external customers, and build and maintain strong, long-lasting customer relationships
Aligns WM products and services with customer needs, propose solutions that are compliant with appropriate local, state and federal regulations, and increase account penetration through consultative selling skills
Negotiates, updates, and renews customer service agreements to maximize profits by providing ongoing education of contract details and use of strong negotiation skills
Resolves challenging customer requests and collaborate with the Inside Sales Manager to resolve all customer escalations or issues
Communicate rates, charges and service strategies with conviction as well as understand and effectively use customer incentives and concessions within appropriate profit targets and level of authority
Collaborates with sales team to identify and grow opportunities within territory and engage additional WM business opportunities, referring internally as appropriate
Use WM sales productivity software tools accurately and consistently (i.e. Salesforce.com/Customer Relationship Management and Pricing Tools)
Prepares reports as needed and/or handle general administrative duties as appropriate