Customer Loyalty Manager

Liquid Environmental Solutions; Irving (TX); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Training opportunities

Team environment

Job summary

Liquid Environmental Solutions is seeking a proactive Customer Loyalty Manager to strengthen client relationships and reduce cancellations during service changes. The role focuses on strategic problem-solving to deliver tailored solutions aligned with client needs and business goals.

You will lead retention initiatives, collaborate with field teams, and manage customer records to ensure a seamless experience across communications, scheduling, and service delivery.

Qualifications

• Proven experience in account management or customer-facing roles.
• Strong communication, negotiation, and interpersonal skills.
• Demonstrated ability to resolve conflicts and retain customers under pressure.
• Familiarity with CRM systems and standard business software.
• Industry knowledge in grease trap cleaning and wastewater services is a plus.

Responsibilities

• Proactively engage customers at risk of cancellation and offer alternatives.
• Develop strategies to retain customers during pricing changes.
• Monitor satisfaction and loyalty metrics to identify improvement opportunities.
• Build and maintain strong relationships with existing clients.
• Serve as primary contact for inquiries and service requests.
• Coordinate with field teams to meet expectations and deadlines.
• Upsell or cross-sell additional services when appropriate.
• Maintain accurate customer records in the CRM system.
• Track interactions, retention efforts, and feedback for insights.
• Stay informed about industry trends and regulations to anticipate needs.

Skills

Account management

Customer success

Communication

Negotiation

CRM proficiency

Tools

CRM systems

Job description

About Us

Liquid Environmental Solutions is a leading provider of grease trap cleaning and wastewater removal services, serving much of the continental United States for over 20 years. We are committed to delivering exceptional service and environmentally responsible solutions to our clients.

Job Summary

We are seeking a proactive and customer-centric Customer Loyalty Manager to join our Customer Solutions team. This role is critical in strengthening customer relationships, preventing cancellations, and ensuring continued satisfaction—especially during service changes such as price increases. The ideal candidate will be a strategic problem-solver who can offer tailored solutions that align with customer needs and business goals.

Key Responsibilities

Customer Retention & Loyalty

• Proactively engage with customers at risk of cancellation to understand concerns and offer alternative solutions that meet their needs.
• Develop and implement strategies to retain customers during pricing adjustments, ensuring transparency and value communication.
• Monitor customer satisfaction and loyalty metrics to identify trends and opportunities for improvement.

Account Management

• Build and maintain strong, long-lasting relationships with existing clients.
• Serve as the primary point of contact for customer inquiries, concerns, and service requests.
• Understand the unique needs of each client and provide personalized support and solutions.

Customer Support

• Respond promptly and professionally to customer inquiries via phone, email, and other channels.
• Collaborate with field teams to coordinate service schedules and ensure customer expectations are met or exceeded.
• Resolve customer issues efficiently and empathetically, ensuring a positive experience.

Sales & Upselling

• Identify opportunities to upsell or cross-sell additional services that add value for the customer.
• Educate clients on the benefits of our full range of services.
• Meet or exceed sales and retention targets.

Documentation & Reporting

• Maintain accurate and up-to-date customer records in the CRM system.
• Track and report on customer interactions, retention efforts, and feedback.
• Provide insights and recommendations based on customer data and trends.

Market & Industry Awareness

• Stay informed about industry trends, regulations, and competitive offerings.
• Use market knowledge to anticipate customer needs and provide proactive solutions.

Qualifications

• Proven experience in account management, customer success, or a similar customer-facing role.
• Strong communication, negotiation, and interpersonal skills.
• Demonstrated ability to resolve conflicts and retain customers under challenging circumstances.
• Familiarity with CRM systems and standard business software.
• Industry knowledge in grease trap cleaning and wastewater services is a plus, but not required.

Benefits

• Competitive compensation packages.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement savings plan.
• Ongoing training and career development opportunities.
• Supportive and collaborative team environment.