Client Experience Manager

Triumvirate Environmental•Santa Fe Springs, CA

1d•$70,000 - $110,000•Onsite

About The Position

Triumvirate Environmental is seeking a Client Experience Manager for its Santa Fe Springs, California team. The Client Experience Manager serves as the central liaison and primary relationship owner for national system accounts—clients with multiple locations across states and regions. The role keeps communication, service delivery, and account execution aligned among the National Sales Team, Operations, Service Line Managers, Technical Service, Legal, and Billing. The CEM proactively manages assigned accounts according to their size, scope, and service volume, and is accountable for preventing departmental handoffs from becoming service breakdowns for clients. The position coordinates account onboarding, operational service delivery, service recovery, billing and financial matters, reporting, compliance, contract renewals, and client engagement. It supports account strategy and growth, including cross-sell opportunities and new system-account wins, and maintains account activity in Oracle CX. The CEM reports to the Client Governance & Experience Lead and may travel to branches and entertain customers as needed. Triumvirate Environmental provides environmental services and compliance-management expertise to organizations in higher education, life sciences, healthcare, and advanced manufacturing. The company describes a culture focused on employee and customer experience, growth, development, education, and creativity. The stated pay range is $70,000–$110,000 USD; actual starting base pay may vary based on education, experience, skills, location, and budget.

Requirements

Bachelor’s degree required.
3–5+ years of experience in account management or a similar field.
Proven organizational and time-management skills.
Strong written and verbal communication skills.
Attention to detail while maintaining a broader perspective.
Excellent interpersonal skills and ability to work well with clients and coworkers.
Computer skills, including MS Word and Excel, and ability to learn internal software.
Previous experience in customer-facing responsibilities.
Must be eligible to work in the United States without future sponsorship.
Must have a reliable form of transportation.

Nice To Haves

Prior Oracle or Oracle CPQ experience.

Responsibilities

Serve as the primary liaison and relationship owner for national system accounts, coordinating service and communication across branches, regions, and departments.
Act as a WOW! Ambassador on assigned accounts.
Coordinate job functions, scheduling, paperwork flow, and client-specific rules with branch service managers, Service Line Managers, Operations, and related departments.
Coordinate with Regional Waste Coordinators and Technical Service to ensure disposal and end-disposal facilities are approved by Triumvirate and the client.
Onboard new clients and coordinate kickoff activities, documentation, and purchase-order setup with Legal and Operations.
Identify cross-sell opportunities and refer them to the National Sales Team.
Conduct post-job follow-up with Operations and Service Line Managers to confirm value delivery, consistent client experience, and completion of open items and assignments.
Schedule and lead internal account meetings to align teams on service delivery and WOW! standards.
Proactively monitor service delivery across locations and lead service recovery, including triaging issues and developing procedures to prevent recurrence.
Support Employee Lead follow-up and tracking with Operations.
Assist the National Sales Team in closing new system accounts and translating sales commitments into operational onboarding.
Partner with Billing on timely invoice payments, credit creation and approvals, and client accounts-payable forms and requirements; assist with invoice approvals as needed.
Review monthly cost-of-goods-sold reports with Operations and Finance, track account profitability, and collaborate with cost recovery to optimize gross profit.
Track unapplied cash and coordinate timely purchase-order renewals with Legal, Billing, and clients.
Route miscellaneous client requests to the appropriate department and participate in client meetings as needed.
Assist with proposal creation and work scoping in coordination with the National Sales Team and Operations.
Support Marketing initiatives related to national accounts.
Log account activity, including meetings and calls, in Oracle CX (CRM).
Coordinate customer-specific reporting, including Quarterly Business Reviews and monthly or quarterly waste and spend reports.
Track progress toward client sustainability goals.
Coordinate with Technical Service on ADVISE and related compliance data, customer trends, and EHSOne KPIs.
Work with Legal on contract renewals and ensure terms are current across all locations in a national account.
Record meeting minutes and deliver them to customers within 24 hours.
Travel to branches as needed to maintain in-person alignment with regional teams and entertain customers as needed, including lunches, dinners, or golf.
Perform other duties as assigned.