Client Experience Manager

Triumvirate Environmental•Somerville, MA

1d•Onsite

About The Position

Triumvirate Environmental is seeking a Client Experience Manager (CEM) for its Somerville, Massachusetts team. The CEM serves as the central liaison and primary relationship owner for national system accounts—clients with multiple locations across states and regions. The role coordinates communication, service delivery, and account execution across 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 ensuring that departmental handoffs do not disrupt the client experience. The CEM supports client onboarding, service delivery assurance and recovery, cross-selling, account financial and billing coordination, reporting, compliance, contract renewals, and customer engagement. The role also supports proposals and national-account marketing initiatives, logs account activity in Oracle CX, travels to branches as needed, and entertains customers as needed. The position reports to the Client Governance & Experience Lead.

Requirements

Bachelor’s degree.
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 broad view of account needs.
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 customer-facing experience.
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 liaison among branch service managers, Service Line Managers, Operations, and related departments regarding job functions, scheduling, paperwork flow, and client-specific rules.
Act as the WOW! Ambassador on assigned accounts.
Coordinate with Regional Waste Coordinators and Technical Service to confirm disposal and end-disposal facilities are approved by Triumvirate and the client.
Onboard new clients and coordinate NDA, MSA, CPS, SOW/CPQ documentation, and purchase-order setup with Legal and Operations.
Identify cross-sell opportunities and route 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 manage service delivery issues across locations and lead service recovery by coordinating with Operations and Technical Service 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 AP forms and requirements; assist with invoice approvals as needed.
Review monthly COGS reports with Operations and Finance and conduct routine account COGS reviews to support profitability and cost recovery.
Track unapplied cash with Billing and coordinate timely purchase-order renewals with Legal, Billing, and clients.
Route miscellaneous client requests to the appropriate department and take 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 against client sustainability goals.
Coordinate with Technical Service on ADVISE and related compliance data and track EHSOne KPIs.
Work with Legal on contract renewals and ensure terms are current across all locations of a national account.
Record meeting minutes and deliver them to the customer within 24 hours.
Travel to branches as needed to maintain in-person alignment with regional teams.
Entertain customers as needed, including lunches, dinners, and golf.
Perform other duties as assigned.