Enviri · 1 day ago
Customer Experience Program Manager (Clean Partners)
TX-289, Dallas, TX, USA
Full-time
Hybrid
Senior Level
5+ years expEnviri is a leading provider of environmental services in the United States, and they are seeking a Customer Experience Program Manager to enhance customer experience throughout the waste management process. This role involves acting as a primary contact for customers, overseeing account health activities, and developing strategic plans to strengthen customer relationships.
Environmental Services
Responsibilities
Serves as the primary point of contact between the company and its customers
Oversight of overall Account Health Activities
Both verbal and written communication are essential for building relationships and conveying information effectively
Effective management of: quoting based on pricing strategy; profile lifecycle; process code application; AR status; contract, pricing and addendum lifecycles; works with sales and material management to obtain price quote from suppliers; schedules services internally & works with the Program Manager, Direct Shipments for 3rd party transactions; validates shipment details; obtains signed shipping documents and weight tickets; uploads collected job sheets in IDP as needed; reconciles project/shipment invoice volumes and offspecs; works with billing to ensure real time accurate customer invoicing
Provides concierge desk service as single point of contact for national broker partners
Provides business review data and presentations for CX leadership in person or virtually as appropriate
Communicate and coordinate with internal teams (Customer Experience Account Managers, Field Technicians/Operations, Compliance, and/or Sales, regarding service requirements, modifications or issues with the service needs of customers
Strives to troubleshoot credit and rebill trends to continuously improve toward the perfect invoice. Ensures appropriate fixes have been made and measures change adoption for book of business
Quotes as needed for new business based on existing customer contract pricing
Supports Customer Experience Specialists to ensure order management delivers desired outcomes to meet customer SLAs for ongoing direct shipments
Maintaining clear and consistent communication with customers, both internally and externally
Developing and implementing account plans to meet customer needs and objectives
Resolving customer issues and complaints in a timely and effective manner
Ability to manage multiple tasks and projects simultaneously
Tracking customer satisfaction, monitoring account performance, and preparing reports
Provides internal reports on the progress of a customer to improve performance and reach targets
Confirms waste disposal and other service processes are prepared to meet internal and governing agency requirements and maintain a high level of quality
Ability to prioritize customer needs and provide excellent service
Perform other reasonably related tasks assigned by management
Lead team huddles and meeting as requested
Train and mentor new Customer Experience Program Managers, Customer Experience Account Managers and Customer Experience Specialists
Serve as a Subject Matter Expert (SME) by team for answering questions and gathering feedback specific to areas managed and internal processes
Proven ability to lead projects and initiatives, foster process improvement opportunities, execute implementation and training
Qualification
Required
Bachelor's Degree from an accredited college or university in Environmental Sciences, Business Administration, Marketing or similar area of study coupled with a minimum of 5 years of account management experience
In lieu of education, a High School Diploma or GED required with a minimum of 5 years account management experience
Min of 5 years of leadership experience in managing multiple, large cross functional teams/projects and influencing senior level management and key stakeholders
The ability to work in a fast-paced, changing work environment dedicated to customer satisfaction and getting the job done
Strong customer service and project management skills
Proficiency in Microsoft Office, CRM Software, ability to change and adapt to enhancements in ERP
Excellent communication, interpersonal and negotiation skills
Detail oriented, highly organized and able to prioritize
Benefits
Health, dental, vision, life, and disability insurance plans starting on the first day of employment
Paid time off
Wellness benefits
Employee discount program
Tuition assistance
401k with company matching
Company
Enviri
We believe in doing what is right - for our customers, our people, our communities and the environment.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Tom Vadaketh
Chief Financial Officer
Jennifer Kozak
SVP and Chief Human Resources Officer
Company data provided by crunchbase