Manager, Customer Success

Manager, Customer Success

Location: Remote

Position Type: Full-time

As a Manager, Customer Success you will be responsible for taking a lead role in the support, expansion, retention and administration of an assigned Arcwood Environmental key account in achieving its overall customer support, revenue and profitability goals. This role manages quality and consistency of service delivery within an assigned key account, with travel up to 20% of the time.

• Prioritizes health and safety by adhering to policies, processes, and maintaining safe practices at all times
• Serves as the primary internal and external contact for assigned key account
• Acts as primary intermediary between Arcwood's internal support teams and the key account; delivers a truly exceptional customer experience by leveraging ownership of the customer day-to-day interface
• Ensures all customer inquiries are managed in a timely and accurate manner
• Participates in and/or takes the lead on assigned key account conference calls (internal and external)
• Supports Corporate Account Manager with all planned and unplanned communications
• Manages all events and project work inquiries from key account contacts and/or sites
• Assists the field Sales team in supporting all key account service and pricing issues
• Partners with internal teams to resolve any key account proforma issues
• Serves as the assigned key account's primary champion of service delivery
• Manages the key account Conditional Pricing Approval program
• Stays abreast of any/all key customer personnel changes to ensure service continuity
• Engages other Arcwood departments and personnel to develop customer pricing and proposals
• Supports key account customer pricing program, ensuring full compliance and adherence
• Liaises with finance support team to ensure key account receivables and billing compliance
• Increases sales revenue and profit dollars by identifying potential new key account sites
• Keeps Sales leadership informed of any/all service trends within the key account
• Drives and supports a collaborative teamwork spirit between all Arcwood personnel to support key account
• Increases sales revenue and profit of key accounts through regular contact with customers and continued communication regarding additional available services
• Stays abreast of major environmental regulatory changes and industry trends, as well as competitive conditions
• Coordinates with customers to profile, identify service time frames, and ensure quality and customer satisfaction with the current offering(s); works to resolve any customer concerns
• Maintains a comprehensive understanding of the Company's service offerings for business lines offered to customers
• Leverages Salesforce to maintain customer connections, document events, enable smaller quotes and approval of out of specification materials, etc.
• Maintains the ability to travel up to 20%, with occasional overnight stays
• Takes on additional duties as assigned to support the team and organization

• Bachelor's degree required; focus in sales, business, marketing or science preferred

• 3+ years of proven industry related sales experience (required) - OR - In lieu of degree, 7+ years of proven industry related sales experience (required)

Arcwood offers stability you can count on and opportunities to grow. We provide steady work, competitive pay, and above-market benefits that reflect the importance of what we do. As we continue to grow, you'll have the chance to build skills, take on new challenges, and build a career.

Arcwood is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to disability or protected veteran status, in accordance with applicable federal laws.

A post-offer drug screen and background check will be required.

Travel up to 20% of the time with occasional overnight stays.