Retention Account Manager

About the role

Ecowaste Solutions is one of the fastest-growing companies in the waste management industry, an essential, recession-resistant business that keeps communities and businesses running in any economic climate. As we expand, we remain grounded in hands-on, dependable work and seek individuals who bring pride, consistency, and commitment to excellence. This Retention Account Manager position offers the stability of an essential industry alongside real growth opportunities.

In this role, you will manage a designated book of business, serving as the primary point of contact for customers considering canceling service. You’ll work to preserve long-term relationships through effective solutions, contract renewals, and account growth. The ideal candidate is relationship-driven, thrives on solving problems, and brings strong negotiation, communication, and judgment under pressure.

Responsibilities

• Manages a designated book of business for the assigned region.
• Builds and maintains strong relationships with existing commercial and industrial customers to maximize retention and satisfaction.
• Contacts customers requesting service cancellation to identify the root cause of dissatisfaction and implements retention strategies.
• Negotiates service agreements, contract renewals, and pricing solutions that meet both customer needs and company objectives.
• Monitors customer accounts to ensure service agreements remain current and proactively addresses upcoming contract expirations.
• Maintains a thorough understanding of company services, pricing structures, and service offerings to recommend solutions that best meet customer needs.
• Identifies opportunities to increase account penetration by promoting additional company products and services.
• Responds to cancellation requests in accordance with established company policies and escalation procedures.
• Supports company pricing initiatives through proactive customer communication and issue resolution.
• Utilizes Salesforce CRM daily to document customer interactions, maintain accurate account information, schedule follow-up activities, and manage retention opportunities.
• Captures and maintains accurate customer contact information while minimizing customer credits and rate restrictions.
• Collaborates with Operations, Customer Service, Sales, and other internal departments to resolve customer concerns and improve the overall customer experience.
• Monitors customer satisfaction and proactively identifies opportunities for service improvements.
• Meets regularly with leadership to review retention metrics, account activity, customer trends, and performance goals.
• Represents the company professionally by participating in community events, trade associations, Chamber of Commerce meetings, and other company-sponsored activities as appropriate.
• Performs other duties and special projects as assigned.

Requirements

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• At least one year of experience in customer retention, account management, sales, or customer service required.
• Waste, environmental services, transportation, or related industry experience preferred.
• Experience negotiating service agreements and resolving complex customer concerns preferred.
• Working knowledge of Salesforce CRM preferred.
• Excellent verbal and written communication skills required.
• Strong negotiation, relationship-building, and conflict resolution abilities required.
• Proficiency with Microsoft Office Suite and CRM software required.
• Demonstrated ability to manage multiple customer accounts while meeting deadlines and maintaining attention to detail.
• Ability to work independently while collaborating effectively with cross-functional teams.

Pay and Benefits

• Weekly pay.
• Multiple health plans available, including a tax-advantaged HSA option.
• Dental and vision coverage.
• Company-paid basic life insurance.
• Retirement plan with a company match up to 5%.
• Paid time off.
• Access to employee discounts through LifeMart.

Ecowaste Solutions offers a competitive base salary, the opportunity to earn incentive pay, and a comprehensive employee benefits package.