Customer Relationship Manager-Medical Waste (Healthcare)

Clean Harbors•Norwell, MA

7d•Onsite

About The Position

Clean Harbors is seeking a Customer Relationship Manager (CRM) to join our Sales Account Support team in Norwell, MA. In this highly visible, customer-facing leadership role, the CRM will oversee a portfolio of Medical Waste (Healthcare) accounts, leading account health, governance, operational execution, and the supporting account team. The CRM will partner closely with the Corporate Account Manager (CAM) and cross-functional teams to ensure customer commitments are met while supporting retention and business growth.

Requirements

Strong experience supporting complex enterprise, strategic, or multi-location customer accounts.
Experience supporting Healthcare, Medical Waste, GPO/IDN relationships, or similar complex customer programs preferred.
Strong knowledge of environmental services and waste operations, including environmental field services, waste profiles, RCRA, DOT, and related operational processes.
Demonstrated experience leading, coaching, developing, and managing team performance.
Strong ability to manage complex programs, multiple priorities, timelines, stakeholders, and cross-functional workflows.
Strong presentation and communication skills with the ability to confidently lead customer meetings and engage with executive-level stakeholders.
Demonstrated ability to influence teams, drive accountability, and coordinate execution across multiple business units.
Experience with Salesforce CRM, reporting and analytics, and utilizing data to monitor account performance, identify risks, and support decision-making.
Bachelor’s degree in business administration or a related field; 5–7 years of relevant experience may substitute for a degree.
Ability to travel as needed.

Responsibilities

Ensure Health and Safety is the number one priority by following policies and processes and acting in a safe manner at all times.
Own overall account health and governance for assigned Medical Waste (Healthcare) accounts, proactively identifying risks, gaps, and opportunities for improvement.
Serve as a key operational point of contact for assigned Healthcare accounts, managing customer expectations, priorities, and ongoing initiatives.
Directly manage and lead a team of support representatives, including coaching, development, workload prioritization, performance management, and accountability for execution.
Oversee complex Healthcare account requirements, including contract compliance, customer onboarding, service performance, and ongoing customer programs and initiatives.
Monitor customer objectives, service-level agreements, contractual requirements, and performance metrics to ensure successful execution across all applicable lines of business.
Partner with Operations, Service Delivery, Sales, and other internal business units to coordinate priorities, resolve issues, and ensure customer commitments are met.
Partner closely with the Corporate Account Manager to support account strategy, customer retention, new program launches, RFPs, and growth and expansion opportunities.
Lead internal and external meetings, business reviews, and strategic discussions, providing clear visibility into account performance, risks, escalations, and key initiatives.
Drive resolution of complex operational and customer issues while identifying opportunities to improve processes, service delivery, customer experience, and overall account performance.
Perform other duties as assigned.