The Customer Experience Program Manager (CleanPartners) translates a broker customer鈥檚 comprehensive service needs and requests as determined by their service agreement strategically throughout the waste management, shipment, service and delivery process. This role will also act as an internal consultant to our cross-functional business partners for the development of a comprehensive understanding of business performance; to identify issues and opportunities to enhance customer experience. The Customer Experience Program Manager follows clearly defined processes, is highly organized, develops and implements strategic commercial plans to strengthen customer relationships and ensure best in class service.
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)