Launch Customer Success Manager-SBS

WM; Windsor (CT); Remote; USD 84,000 - 124,000; Full time

Job summary

Join a leading waste management company as a Launch Customer Success Manager. This pivotal role focuses on onboarding and building relationships with national account clients, ensuring a seamless transition to their permanent sales team. Ideal candidates have extensive experience in project management and excellent communication abilities, ready to contribute to innovative solutions in an evolving industry.

Benefits

Medical, Dental, and Vision Insurance

Paid Vacation and Holidays

Stock Purchase Plan

Pension Plan

Qualifications

• 7+ years of relevant experience required in customer success or project management.
• Experience with data management and implementation processes.
• Strong communication skills to engage with clients and internal teams.

Responsibilities

• Execute onboarding for WM's National Account program with clients.
• Build client relationships and manage communication effectively.
• Lead meetings with clients and internal stakeholders to drive project plans.

Skills

Client Relationship Management

Change Management

Project Management

Education

Bachelor's Degree in Project Management

High School Diploma or GED

Job description

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I. Job Summary

The primary objective of this role is to execute the onboarding of WM's National Account program with all clients across all areas. The Launch Customer Success Manager, National Accounts is responsible for building the initial relationship with the client while overseeing the onboarding of the client and managing all communication between WM and the client. The role is accountable to ensure a complete and successful onboarding before ultimately transitioning the client to their permanent sales team and steady state maintenance.

Job Description

I. Job Summary

The primary objective of this role is to execute the onboarding of WM's National Account program with all clients across all areas. The Launch Customer Success Manager, National Accounts is responsible for building the initial relationship with the client while overseeing the onboarding of the client and managing all communication between WM and the client. The role is accountable to ensure a complete and successful onboarding before ultimately transitioning the client to their permanent sales team and steady state maintenance.

This position is remote however it is preferred that the employee resides in the greater Windsor, CT area.

II. Essential Duties And Responsibilities

Responsible for working directly with customers and internal stakeholders to ensure timely, accurate and complete execution of complex implementation project plans.

• Serve as internal and customer facing subject matter expert on implementations and impacts of non-standard use cases.
• Provide practical guidance on operationalizing processes, data and business process flows, and regulatory impacts, and lead client trainings to optimize client engagement with SBS/WM.
• Partner with functional area teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement and innovation
  
  
  
  

Owns the customer relationship, stakeholder communication and change management during all implementation phases.

• Build and sustain strong relationships with clients through implementation phase, acting as a strategic advisor by understanding their business objectives, challenges, and long-term goals. Hand off relationship to Sales National Account Manager post implementation.
• Leads meetings with customers and internal stakeholders, documents and manages action items and outputs to drive proactive initiatives and ensure timely, accurate and complete execution of project plans.
• Engage across the customer's organization and work cross-functionally to identify opportunities and risks around launch timelines and business processes, and present recommendations and solutions.
• Act as a client resource to escalate and address implementation activities, including changes related to IDR (Issue Discrepancy Report.)
  
  
  
  

Accountable for customer onboarding analytics and reporting including: customer access, ensuring all information is current, referencing dashboard in customer engagements and actioning accordingly.

• Accountable for all internal and external data inputs needed to ensure success of implementation and steady state/account management.
• Partner with Billing team to ensure that all billing definitions are clearly conveyed from customer and first bill will be received in correct format, is correct and on-time.
• Collaborate with Compliance team to ensure that all contractual rules are loaded.
• Partner with CE Leadership to complete any initial customer portal set-ups, understand any approval needs and ensure all of those are loaded into Salesforce and Acorn.
• Monitor launch progress to ensure timelines are met and communicate with leadership on status and risks.
• Use in-depth knowledge of WM organizational structure in order navigate complex client launches and adapt process as needed.
• Proactively delivery implementation analytics and insights to customers
  
  
  
  

Team Leadership:

• Provide thought leadership within the Launch Team
• Support colleagues on complex customer issues
• Leads team huddles and team meetings.
• Proven ability to surface process improvement opportunities and execute implementation and training.
• Proven ability to act as interdepartmental liaison to resolve issues and drive improved partnerships.
• Proven ability to lead projects and initiatives.
  
  
  
  

III. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

Education and Experience

Education: Bachelor's Degree (accredited) in Project Management or related field or in lieu of degree and High School Diploma or GED (accredited) and 4 years of relative work experience required.

Experience: 7 years of relevant experience required (in addition to education requirement).

• Work Environment
  
  
  
  

This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

The expected base pay range for this remote position across the U.S. is $84,300 - $123,125. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. In addition, this position is eligible for incentive pay.

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Pension, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click "Apply".

About Wm

ABOUT US

WM ( WM.com ) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com .

If this position is to be performed in Los Angeles County, California, please read carefully the information contained here in LA County Addendum.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons, or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative.

About The Team

What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities.

We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

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  Other

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