Manages existing business relationships by developing and implementing sound retention strategies, utilizing strong negotiation efforts to preserve business, and securing contract agreements from previously non-contracted customers. The Program Manager will handle all retention requests, providing ongoing education of contract details to existing customers, and by obtaining customer contract commitments during face-to-face interactions. All escalations for customer service within the book of business will be resolved through this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. Establishes and maintains a high level of customer satisfaction. Communicates to and works with the Retention Manager 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 Waste Management 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.). Acquires in depth industry and company knowledge in order to prepare complex proposals and make recommendations on equipment optimization and leasing options.