Program Manager, Key Accounts - Southeast MI

Waste Management, Inc. (WM)•Detroit, MI

2d•Hybrid

About The Position

The Program Manager, Key Accounts role provides high-level customer service for large accounts with minimal growth opportunities. This position will cover a large territory in southeast Michigan, mainly focused on the Detroit area. While it will mostly be work from home, candidates must live in the territory to visit customers in person when needed, with less than 10% overnight travel expected. This position is focused on account management and retention of existing customers.

Requirements

Bachelor's Degree (accredited) in Sales, Marketing, Business Administration or similar area of study, or in lieu of degree High School Diploma or GED (accredited) and four (4) years of relevant work experience.
2 years of relationship management experience in environmental, waste or related service industry (in addition to education requirement).
Prior outside / field sales experience in a business to business (B2B) setting will be preferred.

Responsibilities

Provide exceptional customer service to large accounts.
Handle after-hours calls and bid work.
Conduct site visits, waste audits, and address safety concerns.
Manage highly transactional accounts.
Establishes and maintains a high level of customer satisfaction.
Communicates to and works to resolve unique customer issues.
Increases revenue and profitability by executing sound plans on retention calls to improve the customers’ service and/or profitability.
Matches WM services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other WM business opportunities, referring internally as appropriate.
Proposes customer solutions that are compliant with appropriate local, state and federal regulations.
Updates and secures customer service agreements.
Effectively use WM sales productivity software tools (i.e. Prospect and Customer Database, Proposal Program, Pricing Tools, etc.)