Customer Experience Account Manager

Company Description

Veolia has acquired Clean Earth. As Clean Earth completes its integration into Veolia, recruiting and hiring for this role is being managed in partnership with the Clean Earth talent acquisition team. Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country's largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Job Description

The Customer Experience Account Manager (CXAM) serves as a strategic commercial liaison aligned with the sales team to proactively manage customers within a designated territory. This role is pivotal in delivering Clean Earth's best-in-class service experience, fostering long-term partnerships, and driving customer growth. The CXAM is accountable for mitigating churn, expanding share of wallet, and ensuring customer satisfaction through proactive engagement and data-driven insights.

Primary Responsibilities (Essential Functions):

Customer Relationship Management Serve as the primary relationship owner for assigned territory accounts.

Engage with customer to understand their needs/preferences and ensure we deliver accordingly as an organization.

Manage account performance against territory quota and roster metrics.

Conduct regular customer business reviews and present strategic insights cross-functionally.

Retention & Growth

Proactively reduce churn and identify opportunities to expand service offerings. o Quote accounts using the existing price book and strategic account approach. o Answer customer questions and address concerns in an effective and timely manner.

Operational Excellence Monitor account health through analytics and proactive engagement. Drive lifecycle management for profiles, contracts, AR status, and onboarding of new accounts. Collaborate with CX Specialists to ensure order completeness and fulfillment.

Cross-Functional Collaboration Partner with regional Territory Account Managers (TAMs) to generate new profiles and communicate approval status. Escalate service issues using the customer complaint tool and ensure closed-loop resolution. Support pricing alignment, invoice accuracy, and SLA adherence.

Reporting & Insights Generate actionable customer and performance reports to support operational and financial goals. o Track customer satisfaction and monitor account performance. 

Leadership & Mentorship Mentor team members as assigned by management. o Lead team huddles and meetings as requested. Perform other related tasks as assigned.

Qualifications

Basic Required Qualifications:

Bachelor's degree in business, Environmental Sciences, Marketing, or related field (or equivalent experience).

Minimum 3 years in customer service or account management (5 years with high school diploma). 

Strong communication, analytical, and organizational skills.

Proficiency in CRM Microsoft Office Suite.

Willingness to travel up to 30%. Preferred Qualifications:

Preferred Qualifications:

Familiarity with regulatory frameworks such as RCRA, DOT, DEA, and OSHA

Experience with SalesForce.com or familiarity with a related CRM system and practices

Additional Information

Benefits: Comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, tuition reimbursement, paid volunteering and more. In addition, commencing no later than January 1, 2027, benefits package will include participation in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement. We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law