Customer Success Mgr, Project Services

at WM in Dover, Delaware, United States Job Description I. Job Summary The primary objective of this role is to execute the onboarding of WM's National Account program with all clients across all areas. The Customer Success Manager is responsible for the Project Services Project Manager who maintain the relationship with the client while overseeing the project based service needs of the client and managing all communication between WM and the client. The Manager is accountable for the quality of all client projects and transactions, overall service performance and customer satisfaction and supporting the organizational goals to grow and maintain existing customers. They are responsible to recruit, coach and develop a team that is an advocate for our clients and represents the brand in the highest professional standard. II. Essential Duties and Responsibilities + Responsible for working directly with customers and internal stakeholders to ensure timely, accurate and complete execution of complex implementation project plans. + Serve as internal and customer facing subject matter expert on implementations and impacts of non-standard use cases. + Provide practical guidance on operationalizing processes, data and business process flows, and regulatory impacts, and lead client trainings to optimize client engagement with SBS /WM. + Partner with functional area teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement and innovation + Owns the customer relationship, stakeholder communication and change management during all implementation phases. + Build and sustain strong relationships with clients through implementation phase, acting as a strategic advisor by understanding their business objectives, challenges, and long-term goals. + Leads meetings with customers and internal stakeholders, documents and manages action items and outputs to drive proactive initiatives and ensure timely, accurate and complete execution of project plans. + Engage across the customer's organization and work cross-functionally to identify opportunities and risks around launch timelines and business processes, and present recommendations and solutions. + Accountable for customer onboarding analytics and reporting including: customer access, ensuring all information is current, referencing dashboard in customer engagements and actioning accordingly + Accountable for all internal and external data inputs needed to ensure success of implementation and steady state/account management. + Partner with Billing team to ensure that all billing definitions are clearly conveyed from customer and first bill will be received in correct format, is correct and on-time. + Collaborate with Compliance team to ensure that all contractual rules are loaded. + Partner with CE Leadership to complete any initial customer portal set-ups, understand any approval needs and ensure all of those are loaded into Salesforce and Acorn. + Monitor progress to ensure timelines are met and communicate with leadership on status and risks. + Use in-depth knowledge of WM organizational structure in order navigate complex client projects and adapt process as needed. + Proactively delivery implementation analytics and insights to customers +

Team Leadership:

+ Provide thought leadership + Support colleagues on complex customer issues + Leads team huddles and team meetings. + Proven ability to surface process improvement opportunities and execute implementation and training. + Proven ability to act as interdepartmental liaison to resolve issues and drive improved partnerships. + Proven ability to lead projects and initiatives. III . Qualifications The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in US. A. Required Qualifications + Bachelor's Degree in Project Management, or a related field; or in lieu of degree, + High School Diploma GED (accredited) and 4 years of relevant work experience. + 7 years of related work experience (in addition to education requirement) B.

Preferred:

Ideally looking to hire from within the SBS team. 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. Work Environment- While this is a remote role, the team is looking to hire within the Windsor, CT area. Pay The expected base pay range for this remtoe position across the US is $95,700- $120,000K. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location. V. Benefits At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. If this sounds like the opportunity that you have been looking for, please click Apply.

Equal Opportunity Employer:

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