Program Manager, Key Accounts

WM; Jacksonville (FL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) matching

Paid time off

Job summary

WM is seeking a Program Manager, Key Accounts in Jacksonville, FL to provide high-level customer service for large accounts and manage highly transactional relationships such as school districts and large events.

Responsibilities include handling after-hours calls, site visits, waste audits, addressing safety concerns, and aligning WM services with customer needs while maintaining contractual agreements and using WM sales productivity tools.

Qualifications

• Bachelor's degree or equivalent in sales/marketing/business administration.
• HS diploma with 4 years of relevant work experience.
• 2 years of relationship management in environmental/waste or related services.

Responsibilities

• Provide exceptional customer service to large accounts.
• Handle after-hours calls and bid work.
• Conduct site visits and waste audits; address safety concerns.
• Manage highly transactional accounts; maintain high customer satisfaction.
• Communicate to resolve unique customer issues and maximize retention.

Skills

Customer service

Relationship management

Sales

Pricing knowledge

Education

Bachelor's degree in Sales/Marketing/Business Admin

High School Diploma + 4 years experience

Tools

CRM software

Pricing tools

Proposal program

Job description

I. Job Summary

The Program Manager, Key Accounts role provides high-level customer service for large accounts with minimal growth opportunities, such as school districts and large events.

• Provide exceptional customer service to large accounts.
• Handle after-hours calls and bid work.
• Conduct site visits, waste audits, and address safety concerns.
• Manage highly transactional accounts.
• Establishes and maintains a high level of customer satisfaction.
• Communicates to and works to resolve unique customer issues.
• Increases revenue and profitability by executing sound plans on retention calls to improve the customers’ service and/or profitability
• Matches WM services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other WM business opportunities, referring internally as appropriate.
• Proposes customer solutions that are compliant with appropriate local, state and federal regulations.
• Updates and secures customer service agreements.
• Effectively use WM sales productivity software tools (i.e. Prospect and Customer Database, Proposal Program, Pricing Tools, etc.)

II. Essential Duties And Responsibilities

• Provide exceptional customer service to large accounts.
• Handle after-hours calls and bid work.
• Conduct site visits, waste audits, and address safety concerns.
• Manage highly transactional accounts.
• Establishes and maintains a high level of customer satisfaction.
• Communicates to and works to resolve unique customer issues.
• Increases revenue and profitability by executing sound plans on retention calls to improve the customers’ service and/or profitability
• Matches WM services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other WM business opportunities, referring internally as appropriate.
• Proposes customer solutions that are compliant with appropriate local, state and federal regulations.
• Updates and secures customer service agreements.
• Effectively use WM sales productivity software tools (i.e. Prospect and Customer Database, Proposal Program, Pricing Tools, etc.)

III. Qualifications

• Required Qualifications
• Bachelor's Degree (accredited) in Sales, Marketing, Business Administration or similar area of study, or in lieu of degree
• High School Diploma or GED (accredited) and four (4) years of relevant work experience.
• 2 years of relationship management experience in environmental, waste or related service industry (in addition to education requirement).
• Preferred Qualifications

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Office: 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.

Benefits

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.