The Customer Success Manager responsibilities include coordinating customer projects, changes in management, support issues, financials and business operations of the customer. The Customer Success Manager will be the principal point of contact through which communication flows to and from our customers. In this role, he/she will coordinate a client’s waste disposal requirements as determined by the contract. Key Job Activities:
Operate as the principal Customer Success Manager for enterprise accounts and serve as the main point of contact for service management, support and escalations.
Prepare and understand client reports to deliver data insights and strategy creation for key stakeholders
Proactively monitor customer engagement (via Salesforce, order platforms and internal systems) and work with teams cross-departmentally to ensure an excellent customer experience.
Develop and maintain strategic plans to ensure close oversight on overall customer health and successful performance against Service Levels.
Partner with clients through a strategic and consultative approach to understand business needs, issues, and priorities. Review complex client requirements on ongoing basis and provide specific solution recommendations.
Possess intimate knowledge of retail waste management services, processes, goals, and values with ability to effectively articulate the business unit’s value proposition.
Mentor and assist Client Managers to enhance skill levels and Client Services team knowledge. Education: Required Education: in Bachelors or Equivalent Experience (North America & LATAM): Required Years of Experience: 2-4 Experience (EMEAA):
Education and Experience Required
Education equivalent to a Bachelor’s Degree or the equivalent in related work experience.
Demonstrated strategic and analytical skills, as well as solid business acumen.
Ability and experience in coordinating across multiple internal resources in support of client solutions.
Experience in and ability to present business solutions to top level executives in the retail segment.
Strong project management, time management and organizational skills.
Proficient computer skills with Windows operating systems.
Ability to handle complex accounts and develop strategic plans – at least 2 years of enterprise customer success/account management experience required
Waste Management experience/background a plus Certifications and/or Licenses: Disclaimer:
The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.