Strategic Partnership Specialist (Customer Care)

About the Role

This position focuses on a customer and hauling partner approach, excelling in outstanding client support for both internal and external clients while actively executing account management, procurement, and processing service requests. You will manage the entire customer life cycle to ensure business retention, oversee a book of business, and aim to establish long-term partnerships while improving profit margins for both customers and vendors. The role leverages strategic thinking and data analysis to maximize operational efficiencies and implement predictive solutions, enhancing sustainability and elevating the customer and vendor experience.

Schedule

This is a remote position with a rotating weekend schedule. Flexibility and consistency are required to support customer and operational needs. Available to candidates residing in the following states: Arizona, Connecticut, Florida, Georgia, Indiana, Kansas, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Texas, Tennessee, Utah, Virginia, and Washington.

Responsibilities

• Effectively manage and grow a book of business within the Strategic Partnership Team.
• Ensure retention metrics and maintain customers under long-term contracts.
• Generate new opportunities within the existing customer network, including new sites and additional services for existing customers.
• Attend sales meetings and conduct business reviews with Key Accounts regularly.
• Ensure daily use of CRM for customer activities and sales pipeline management.
• Use customer and prospect CRM management software, updating relevant information daily.
• Monitor customer activity and proactively make recommendations for service changes or solutions to better meet their needs.
• Guide customers as an industry expert on waste and recycling technology, diversion opportunities, city bylaws, and regulations to set and meet waste and recycling goals.
• Work with the Sustainability department to assist customers with complex needs around waste auditing, diversion reporting, and other services.
• Attend and present at client meetings, company functions, and networking events as necessary to perform duties and manage the customer portfolio.
• Execute service requests directly with hauling partners, including extra pickups, temporary bins, and roll-off haul requests.
• Perform other duties or projects as requested.

Requirements

• 2+ years of experience in Account Management, procurement negotiations, and/or customer success.
• Bachelor’s degree or equivalent.
• Excellent verbal and written communication skills.
• Ability to provide excellent project execution via strong task prioritization and multi-tasking with minimal supervision.
• Demonstrates a willingness to ensure the job is done and accept responsibility for results.
• Self-driven with the ability to effectively prioritize and execute tasks.
• Ability to work in a team environment while delivering independent results.
• High degree of knowledge of the service industry is preferred.
• Experience working in a robust Enterprise Resource Planning (ERP) system such as Microsoft Dynamics, Oracle, SAP, or NetSuite.

Preferred Qualifications

• Previous experience in business analysis or the waste, diversion, and recycling industry is an asset.
• Fluency in other languages is an asset.

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short-Term Disability.
• Paid Vacation, Holidays, and Sick Days.
• Additional educational opportunities and training may be available at the approval of management.

Pay

The pay range for this role is $25 - $28 USD per hour (Remote).