Customer Experience Manager

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

📋 Description

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

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

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

• Provide clear and actionable insights for customer presentations.

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

• Identify opportunities for operational enhancements, waste reduction, and cost efficiency at customer locations.

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

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

• Identify and facilitate revenue growth opportunities within existing accounts, including contract optimization and referrals.

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

• Assist with the implementation of new accounts and ensure smooth onboarding.

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

• Perform 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, ideally within healthcare, environmental services, or a regulated industry.

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

• Excellent written and verbal communication skills.

• Highly organized with a keen attention to detail and the ability to manage multiple priorities effectively.

• Proficient in Microsoft Excel.

• Comfortable utilizing CRM and reporting tools.

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

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

• Ability to travel 75% of the time.

🏝️ Benefits

• Long-term career development opportunities across 35+ locations.

• A mission-driven and collaborative work environment.

• Opportunity to make a meaningful operational impact.

• Exposure to cross-functional operations.

• Chance to assist in implementing innovative finance processes.