Client Services Program Manager

About the role

The Program Manager will be responsible for collaborating across departments in onboarding new National Account customers and supporting existing National Account customers. As the Reworld Environmental Solutions business continues to grow there is extensive opportunity to engage directly with customers in a wide variety of fields, to exceed customers’ expectations by providing outstanding service to secure business, and to build trust through seamless execution of the program offering.

While engaged in customer onboarding responsibilities, the Program Manager will educate new customers about Reworld’s network, operational requirements, and capabilities. The Program Manager will cultivate, nurture, and expand both new and existing relationships. Manage the overall program as sold with all levels associated with the customer (from corporate down to individual sites).

Collaborate with Sales and Client Services during the customer RFP process to understand customer business requirements. Define program scope and corresponding Statements of Work and/or proposals. Develop and implement account on-boarding plans, maintaining key success indicators, with cooperation from internal stakeholders and third-party partners.

Own the creation of all Customer, Generator, Waste Profile, and Opportunity records for on-boarding, with support from Sales and the RFP documents. Develop and deliver customer-facing reporting. Manage all service and pricing changes with the Sales and Client Services staff. Review the National Accounts program with the customer, including how to schedule service, establish additional waste streams, and introduce the Gateway. Provide exceptional communication skills to manage and lead others involved in execution of the account expectations. Show self-motivation and be driven by prospective successes. Respond with agility to customer needs; strive to motivate, engage, and develop positive relationships with all relevant parties.

Participate in and lead team meetings, as needed, with internal cross-functional teams. Participate in Quarterly Business reviews with assigned accounts. Travel to Reworld, customer and vendor locations as required to ensure seamless execution, especially as it relates to customer onboarding. Support customer, and vendor Accounts Receivable/Accounts Payable throughout the life of the account. Engage in the forecasting process to ensure communication regarding the account’s activity. Work closely across all departments, such as but not limited to, materials profiling team, material compliance (QA/QC), scheduling, dispatch, sales, supply chain, accounting, billing, legal, etc. to resolve issues and/or exchange client information.

Requirements

• 5+ years of customer service, account management, and/or sales experience.
• Bachelor or Associate Degree in Environmental Science or a related field preferred, or equivalent work experience required.
• Strong program management skills.
• Strong interpersonal skills that build rapport and trust.
• Able to connect with a wide range of client stakeholders, up to the corporate level.
• Desire to maximize earnings and grow book of business.
• Knowledge of various sales methods and techniques.
• Exceptional communicator, oral and written.
• Pleasant and professional telephone presence.
• Detail-oriented with strong organizational skills.
• Proficient with basic computer hardware and software (Office 365 and CRM Programs).
• Works well under pressure and balances multiple tasks.
• Able to work flexible hours when business demand requires.
• Travel to Reworld facilities and customer sites as required (up to 25% travel).
• RCRA, DOT, and HazCom training are preferred.
• Ability to pass pre-employment background checks and drug screening.

Physical Demands

While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.

Benefits

In addition to salary, this role is eligible for benefits. The benefits would include medical, prescription drug, vision, and dental plans; 401(k) plan; paid parental leave; paid time off; and paid holidays. Additional details are available at https://www.reworldwaste.com/careers/benefits.

Pay Transparency

Reworld is committed to paying its staff equitably, and we strive to provide competitive compensation and benefits packages. The range below reflects Reworld’s reasonable estimate of base pay for this role based on primary posting location. It is expected that most qualified candidates in this location will fall within the posting range. The final salary offered for this role will be determined based on factors including, but not limited to: experience, education, geographic location, skills and competencies, travel requirements and/or union contracts (if applicable).

DEI Commitment

Reworld is an Equal Opportunity Employer, has developed an Affirmative Action Program (AAP), and will not discriminate against any qualified applicants because of race, color, religion, sex, national origin, sexual orientation, gender identity, disability (including perceived disability, physical, mental, and/or intellectual disabilities), veteran status, liability for service in the Armed Forces of the United States, or any other characteristic protected by law.