Customer Experience Program Manager (Clean Partners)

Enviri Corporation • Dallas, TX

8h • Hybrid

About The Position

The Customer Experience Program Manager (CleanPartners) translates a broker customer’s comprehensive service needs and requests as determined by their service agreement strategically throughout the waste management, shipment, service and delivery process. This role will also act as an internal consultant to our cross-functional business partners for the development of a comprehensive understanding of business performance; to identify issues and opportunities to enhance customer experience. The Customer Experience Program Manager follows clearly defined processes, is highly organized, develops and implements strategic commercial plans to strengthen customer relationships and ensure best in class service.

Requirements

• Bachelor’s Degree from an accredited college or university in Environmental Sciences, Business Administration, Marketing or similar area of study coupled with a minimum of 5 years of account management experience.
• In lieu of education, a High School Diploma or GED required with a minimum of 5 years account management experience
• Min of 5 years of leadership experience in managing multiple, large cross functional teams/projects and influencing senior level management and key stakeholders
• The ability to work in a fast-paced, changing work environment dedicated to customer satisfaction and getting the job done.
• Strong customer service and project management skills.
• Proficiency in Microsoft Office, CRM Software, ability to change and adapt to enhancements in ERP.
• Excellent communication, interpersonal and negotiation skills.
• Detail oriented, highly organized and able to prioritize.

Responsibilities

• Serves as the primary point of contact between the company and its customers.
• Oversight of overall Account Health Activities
• Both verbal and written communication are essential for building relationships and conveying information effectively.
• Effective management of: quoting based on pricing strategy; profile lifecycle; process code application; AR status; contract, pricing and addendum lifecycles; works with sales and material management to obtain price quote from suppliers; schedules services internally & works with the Program Manager, Direct Shipments for 3rd party transactions; validates shipment details; obtains signed shipping documents and weight tickets; uploads collected job sheets in IDP as needed; reconciles project/shipment invoice volumes and offspecs; works with billing to ensure real time accurate customer invoicing.
• Provides concierge desk service as single point of contact for national broker partners.
• Provides business review data and presentations for CX leadership in person or virtually as appropriate.
• Communicate and coordinate with internal teams (Customer Experience Account Managers, Field Technicians/Operations, Compliance, and/or Sales, regarding service requirements, modifications or issues with the service needs of customers.
• Strives to troubleshoot credit and rebill trends to continuously improve toward the perfect invoice. Ensures appropriate fixes have been made and measures change adoption for book of business.
• Quotes as needed for new business based on existing customer contract pricing.
• Supports Customer Experience Specialists to ensure order management delivers desired outcomes to meet customer SLAs for ongoing direct shipments.
• Maintaining clear and consistent communication with customers, both internally and externally
• Developing and implementing account plans to meet customer needs and objectives.
• Resolving customer issues and complaints in a timely and effective manner.
• Ability to manage multiple tasks and projects simultaneously.
• Tracking customer satisfaction, monitoring account performance, and preparing reports.
• Provides internal reports on the progress of a customer to improve performance and reach targets.
• Confirms waste disposal and other service processes are prepared to meet internal and governing agency requirements and maintain a high level of quality.
• Ability to prioritize customer needs and provide excellent service.
• Perform other reasonably related tasks assigned by management.
• Lead team huddles and meeting as requested.
• Train and mentor new Customer Experience Program Managers, Customer Experience Account Managers and Customer Experience Specialists.
• Serve as a Subject Matter Expert (SME) by team for answering questions and gathering feedback specific to areas managed and internal processes.
• Proven ability to lead projects and initiatives, foster process improvement opportunities, execute implementation and training.

Benefits

• Clean Earth offers competitive benefits including health, dental, vision, life, and disability insurance plans starting on the first day of employment; paid time off, wellness benefits, employee discount program, tuition assistance, and a 401k with company matching.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees