Customer Experience Program Manager
Enviri
full-time
Posted on:
Location Type: Remote
Location: Texas • United States
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Tech Stack
About the role
- 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
Requirements
- 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
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
account managementproject managementcustomer servicepricing strategyprocess code applicationinvoice reconciliationdata analysisreport preparationcontract managementwaste disposal compliance
Soft Skills
communicationinterpersonal skillsnegotiationleadershiporganizationproblem-solvingprioritizationteam managementcustomer satisfaction focustraining and mentoring