National Accounts Client Experience Lead

Triumvirate Environmental; Cambridge (MA); Presencial; USD 75.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, Dental, Vision Insurance

401(k)

Tuition reimbursement

Relocation opportunities

Mentorship & Career development

Descripción de la vacante

Triumvirate Environmental is seeking a Client Experience Manager for our Somerville, MA team to serve as the central liaison for national system accounts. The CEM will coordinate across the National Sales Team, Operations, Service Line Managers, the Technical Service Department, the Legal Department, and Billing to ensure seamless onboarding, service delivery, and ongoing client satisfaction.

The role requires strong cross‑functional coordination, client advocacy, and proactive problem solving,

Formación

• Bachelor’s Degree is required.
• 3–5+ years in Account Management or a similar field.
• Strong communication skills, both written and verbal.
• Proven organizational and time management skills.
• Ability to work cross-functionally with multiple departments.

Responsabilidades

• Serve as the connective point between branch managers, Operations, and related departments to communicate job function and client rules.
• Be the WOW! Ambassador on specific accounts.
• Coordinate with Regional Waste Coordinators and Technical Service to ensure corporate and client approvals.
• Onboard new clients, coordinating with Legal and Operations on NDA, MSA, CPS, SOW/CPQ, and PO setup.
• Identify cross-sell opportunities and route to National Sales Team.
• Conduct post‑job follow‑up to confirm value and complete assignments.
• Schedule internal account meetings to align teams on service delivery and WOW standards.
• Own Service Delivery Assurance to prevent issues across locations.
• Lead Service Recovery and develop new procedures to prevent recurrence.
• Support Employee Lead follow-up and tracking with Operations.
• Assist National Sales Team in closing new system accounts and onboarding.
• Collaborate with Billing on invoicing accuracy and payments.
• Review monthly COGS with Operations and Finance for profitability.
• Track unapplied cash with Billing and coordinate timely PO renewals.
• Collaborate with cost recovery to optimize gross profit.
• Field miscellaneous client requests and route to appropriate departments.
• Support proposal creation and scoping with National Sales and Operations.
• Assist Marketing initiatives tied to national accounts.
• Log all activity in Oracle CX (CRM).
• Coordinate reporting requirements and Quarterly Business Reviews.

Conocimientos

Account management

Communication

Time management

Cross-functional coordination

Customer service

Educación

Bachelor’s Degree

Herramientas

Oracle CX (CRM)

Microsoft Word

Microsoft Excel

Descripción del empleo

Triumvirate Environmental is seeking a Client Experience Manager for our Somerville, MA team to serve as the central liaison for national system accounts. The CEM will coordinate across the National Sales Team, Operations, Service Line Managers, the Technical Service Department, the Legal Department, and Billing to ensure seamless onboarding, service delivery, and ongoing client satisfaction.

The role requires strong cross‑functional coordination, client advocacy, and proactive problem solving,