Customer Experience and Optimization Manager

This is a fully remote position, open to applicants in District of Columbia, +2 more states.

📋 Description

• Establish and nurture trusted relationships with key customer representatives across designated accounts.

• Conduct and assist in site audits alongside operations leadership to ensure adherence to regulated medical waste standards.

• Generate and analyze reports by extracting, organizing, and synthesizing data from various sources.

• Present clear and actionable insights during customer presentations.

• Offer proactive and on-demand training for customers regarding waste segregation, safety protocols, and compliance best practices.

• Identify opportunities for enhancing operations, minimizing waste, and improving cost efficiency at customer locations.

• Monitor customer satisfaction and proactively address concerns to enhance retention and service quality.

• Collaborate with Operations on quarterly business reviews and evaluations of account performance.

• Discover and support revenue growth opportunities within existing accounts, including contract optimization and referrals.

• Maintain thorough documentation of site visits, customer interactions, and recommendations for improvements.

• Assist in the implementation of new accounts to ensure a seamless onboarding and service execution process.

• Work together with Sales and Operations to align customer needs with business objectives.

• Perform additional responsibilities as required.

⛳️ Requirements

• A Bachelor's degree in Business, Healthcare Administration, Environmental Services, or a related field is preferred.

• A minimum of 2 years of experience in account management, customer success, or business development.

• Experience in healthcare, environmental services, or a regulated industry is preferred.

• Experience in managing large, multi-site customer accounts with revenue portfolios of $5M or more is preferred.

• Excellent written and verbal communication skills along with strong relationship-building abilities.

• Highly organized, with a keen attention to detail and the ability to juggle multiple priorities.

• Proficiency in Microsoft Excel and comfort with CRM and reporting tools.

• Capability to identify customer risks and proactively create retention and optimization strategies.

• Willingness and ability to travel throughout Louisiana, including occasional overnight stays.

• Availability to travel 75% of the time.

🏝️ Benefits

• Long-term career advancement opportunities across more than 35 locations.

• A mission-driven, collaborative work atmosphere.

• An opportunity to contribute directly to impactful operational changes.

• Exposure to cross-functional operations.

• The chance to help implement innovative financial processes.