Customer Experience and Optimization Manager

This is a fully remote position, open to applicants in Louisiana, +1 more state.

📋 Description

• Establish and nurture robust relationships with key customer representatives within designated accounts.

• Assist in conducting site audits alongside operations leadership to verify adherence to regulated medical waste standards.

• Create and evaluate reports from various data sources, providing actionable insights for client presentations.

• Offer customer training on waste segregation, safety measures, and best practices for compliance.

• Recognize opportunities for operational enhancements, waste minimization, and cost efficiency across customer locations.

• Track customer satisfaction levels and address any issues to enhance retention and service quality.

• Collaborate with Operations during quarterly business reviews and assess account performance.

• Identify and assist in revenue growth prospects within current accounts, including contract optimization and referrals.

• Keep detailed records of site visits, customer interactions, and recommendations for improvement.

• Aid in the implementation of new accounts to ensure seamless onboarding and service delivery.

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

• Carry out additional tasks as required.

⛳️ Requirements

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

• Experience managing substantial, multi-site customer accounts with revenue portfolios exceeding $5M is preferred.

• Excellent written and verbal communication skills.

• Strong ability to build relationships.

• Highly organized with a keen attention to detail.

• Capability to handle multiple priorities effectively.

• Proficient in Microsoft Excel.

• Comfortable working with CRM and reporting tools.

• Ability to identify customer risks and proactively devise retention and optimization strategies.

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

• Ability to travel up to 75% of the time.

🏝️ Benefits

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

• Collaborative, mission-driven work environment.

• Chance to make a significant operational impact.

• Exposure to cross-functional operations.

• Opportunity to assist in the implementation of innovative finance processes.