Sales Retention Account Associate - Plymouth, MI

Waste Management•Plymouth, MI

43d•Hybrid

About The Position

In this position, you will become a retention expert! You'll split your time between inbound and outbound calls with our customer base to resolve issues and secure updated service level agreements, utilizing new technology to facilitate the outreach process. You will learn effective negotiation techniques that will enable you to "Save, secure, and convert" customers who want to cancel their contracts with us, while also upselling and closing new business when the opportunity arises. The Account Associate I (AA) serves as a key point of contact for WM's Small/Medium business customers. Operating as part of a team-based queue, the AA focuses on retaining and growing the team's book of business. Through effective management of inbound call requests and proactive customer outreach, the AA maintains a net positive business performance by preventing customer cancellations and securing updated contract agreements. Success in this role is achieved through sound retention strategies, effective negotiation skills, and alignment with WM's growth objectives.

Requirements

High School Diploma or GED (accredited)
1 year Business-to-business account management, inside sales (phone based sales), and/or customer service experience that includes a sales component

Responsibilities

Communicates in a focused and compelling way that drives customers' thoughts and actions.
Utilizes appropriate change management processes to meet the demands of the sales role.
Controls sales assignments by allocating necessary time to retention and acquisition goals, requirements, and opportunities.
Explores alternatives to reach mutually beneficial sales agreements that gain customers' acceptance and commitment.
Contributes to individual and shared responsibilities in a team environment.
Navigates through multiple systems, sales tools, and processes ensuring accurate documentation when executing customer interactions.
Uses WM sales productivity software tools accurately and consistently (i.e. Salesforce.com/Customer Relationship Management and Pricing Tools.)
Analyzes reports as needed and/or handles general administrative duties as appropriate.