Customer Success Manager

The Waste Pro Sales Customer Success Manager provides for the long-term growth and retention of WP revenues through consistent, effective existing customer interactions and relationship building activities. Through a defined territory plan, Customer Success Manager shall complete both proactive and reactive site visits to handle business/service changes, resolve issues and work in existing service agreements to extend the collection, processing, transportation and disposal of solid waste and recyclables. The Customer Success Manager uses consultative/strategic selling skills to understand economic and buying influences and works with their Division Manager and/or Region Sales Manager and other internal business partners (e.g. Division Managers) to meet client expectations and ensure durable relationships with our customers.

 

ESSENTIAL JOB FUNCTIONS:

1. Develops maximum potential sales volume and profitability within defined territory.
2. Participates in partnership with Regional Sales Manager and Corporate Sales leadership in developing short and long-term strategic Market and Sales Planning.
3. Develops a collaborative customer experience within the regional geographical area, calling on existing customers by pro-active schedule plan of in-person visits.
4. Ensures customer satisfaction through direct communication and solicitation of feedback.
5. Matches Waste Pro services and to client business needs and delivers the support required, initiates internal change actions to meet and exceed these customer needs.
6. Effectively manages and develops service/price change transactions.
7. Uses prompt and effective communication to relay customer needs to internal operations.
8. Meets or exceeds weekly existing customer visit activity goals.
9. Understands the local competition and uses industry/company knowledge to prepare winning proposals that match customer requirements.
10. Accountable in partnership with corporate sales, marketing, and regional management for developing bid and RFP submittal packages and ensuring that proposals meet all specification requirements, required pro-forma, pricing and professional quality in appearance/content.
11. Interfaces with WP executives, managers, associates to develop effective actions to ensure client success.
12. In tandem with both Division Manager and Region Sales Manager, actively solves customer concerns and closes renewal contracts through negotiation, competitive pricing and proactive adherence to defined sales strategy.
13. Stays directly involved in complaint resolution and resolves issues as needed in support of the customer and in compliance with local, state and federal regulations.

14. Actively participates in community events and activities where applicable to promote WP's distinguishable difference (e.g. Chambers of Commerce, Local League of Cities, Keep America Beautiful affiliates, SWANA, community cleanup events, civic associations, local charitable organizations, etc.).
15. Keeps management apprised of individual and sales activities which may impact the Division, Region, and Company. Uses Salesforce to track next steps, complete transactions and report both activities and sales results. Accurately forecasts monthly, quarterly, and annual revenue performance.
16. Partners with Corporate Sales, Marketing and Regional Specialists surrounding possibilities for press coverage, need for collateral literature, advertising and sponsorship recommendations.
17. Uses a standard format saleforce agreements tool for maintaining status of sales activities.

 

OTHER JOB RESPONSIBILITIES:

* Employees in this job classification must attend and participate in corporation sponsored training courses as assigned.
* Employees in this job classification are responsible for keeping up to date on current technology, as job appropriate, being used by Waste Pro USA.
* Any additional job duties that may be assigned by the Supervisor.

QUALIFICATIONS:
* Education: Prefer, AS/BA/BS degree in business, marketing, or communications.
o Related work experience can be substituted for educational requirements.
* 2-5 years of sales, account management/client success experience within the Managed Services sector.
o Prefer waste and recycling experience or B2B commercial/industrial experience
* Demonstrated ability to apply consultative and solutions based selling skills.
* Applied skills in negotiation, bid responses, contract management, forecasting and reporting.
* Experience customer interaction, negotiation, presentation skills, account management, forecasting, pricing, and sales closure.
* Superior written and oral communication skills combined with above average organization, interpersonal, listening, and problem-solving skills.
* Professional demeanor and ability to function with the utmost honesty and integrity.
* Must demonstrate a basic understanding of applied use of sales automation technology (CRM) used in support of the sales process.
* Proficiency in using array of software packages, including MS Outlook, Word, PPT and Excel.
* Knowledge of the Waste Industry, competitors, and relevant external forces that influence the client's buying decision.
* Well versed in problem solving, market research, financial/profitability analysis, pricing, and client relationship management.
* Organized and intellectually able to eliminate sales obstacles through creative and adaptive approaches.
* High degree of autonomy, yet team oriented with ability to work cross functionally within dynamic environment.
* Must be prepared for extensive travel within a defined sales area.

Special Considerations/Physical Work Requirements :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
* Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, driving, etc.) most of the work day;
* Properly licensed with ability to drive a motor vehicle extensively within a defined sales area/territory

WORK ENVIRONMENT:

* Normal setting for this job is: Office Setting/Outside Sales.