Customer Experience & Optimization Lead - Multi-Site Travel

Sharps Medical Waste Services; Baltimore (MD); On-site; USD 80,000 - 120,000; Full time

Job summary

Sharps Medical Waste Services is seeking a Customer Experience and Optimization Manager to strengthen client relationships, ensure regulatory compliance, and drive operational improvements across multiple sites. The role focuses on data-driven insights and proactive customer training to enhance service quality.

You will partner with Sales and Operations, conduct audits, and identify cost efficiencies while supporting revenue growth within existing accounts.

Qualifications

• 2+ years in account management, customer success, or business development in healthcare or regulated industries.
• Experience managing large, multi-site accounts with revenue portfolios of $5M+ preferred.
• Strong written and verbal communication; highly organized with ability to manage multiple priorities.
• Willingness to travel throughout Louisiana, including overnight stays; travel 75% of the time.

Responsibilities

• Build and maintain strong, trusted relationships with key customer contacts across assigned accounts.
• Conduct and support site audits with operations leadership to ensure compliance with regulated medical waste standards.
• Generate and analyze reports by extracting, organizing, and synthesizing data from multiple sources, delivering clear and actionable insights for customer presentations.
• Provide proactive and on-demand customer training on waste segregation, safety protocols, and compliance best practices.
• Identify opportunities for operational improvement, waste reduction, and cost efficiency across customer sites.
• Monitor customer satisfaction and proactively address concerns to improve retention and service quality.
• Partner with Operations to conduct quarterly business reviews and evaluate account performance.
• Identify and support revenue growth opportunities within existing accounts, including contract optimization and referrals.
• Maintain detailed documentation of site visits, customer interactions, and improvement recommendations.
• Support new account implementations to ensure smooth onboarding and service execution.
• Collaborate cross-functionally with Sales and Operations to align on customer needs and business objectives.
• Perform additional duties as needed.

Skills

CRM software

Excel

Customer relationship management

Cross-functional collaboration

Education

Bachelor’s degree

Tools

CRM software

Excel

Job description

Sharps Medical Waste Services is seeking a Customer Experience and Optimization Manager to strengthen client relationships, ensure regulatory compliance, and drive operational improvements across multiple sites. The role focuses on data-driven insights and proactive customer training to enhance service quality.

You will partner with Sales and Operations, conduct audits, and identify cost efficiencies while supporting revenue growth within existing accounts.