Clean Partner Program Manager

Primary Responsibilities (Essential Functions): The main duties and 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.

Work Environment:

· Hybrid

· Travel (25 % of the time)