SVP, Customer Service and Inside Sales

SVP, Customer Service & Inside Sales

Clean Harbors is looking for a SVP, Customer Service & Inside Sales to join our team! The SVP is accountable for building and leading a high-performing, revenue-driving customer engagement engine across North America and the GCC (Global Capability Center). This leader owns the end-to-end operating model for inbound customer success/service and inside sales motionsdriving customer experience consistency, retention, order/quote execution excellence, and profitable growth through scalable processes, talent development, and technology enablement.

This role is positioned within the broader Central Sales structure where the SVP is part of the EVP Corp Accounts, Sales & Marketing Strategy organization.

Preferred location for this position is Norwell, MA.

Clean Harbors (NYSE: CLH) is North America's leading provider of environmental and industrial services. The Company serves a diverse customer base, including a majority of Fortune 500 companies. Its customer base spans a number of industries, including chemical, energy and manufacturing, as well as numerous government agencies. These customers rely on Clean Harbors to deliver a broad range of services such as end-to-end hazardous waste management, emergency spill response, industrial cleaning and maintenance, and recycling services. Through its Safety-Kleen subsidiary, Clean Harbors also is North America's largest re-refiner and recycler of used oil and a leading provider of parts washers and environmental services to commercial, industrial and automotive customers. Founded in 1980 and based in Massachusetts, Clean Harbors operates in the United States, Canada, Mexico, Puerto Rico and India. For more information, visit

Clean Harbors offers all eligible employees a comprehensive benefits package including:

• Competitive annual salary
• Opportunities for growth, development and internal promotion
• Health, Dental and Life Insurance
• 401k, tuition reimbursement, and paid time off
• Company paid certifications, licenses and training

Responsibilities

• Ensuring that Health and Safety is the number one priority by complying with all safe work practices, policies, and processes and acting in a safe manner at all times.

Enterprise Leadership: Customer Service & Inside Sales (NA + GCC)

• Set the strategy, operating model, and multi-year roadmap for Customer Service, Customer Success (inbound sales/service), Inside Sales Account Management, Loyalty/Retention, and BDR/Prospecting across North America and GCC.
• Establish performance expectations, governance, and standardized ways of working across locations (Norwell, Brampton, Pune, Bangalore).
• Partner with business leaders to ensure the organization supports key lines of business and delivers consistent customer experience.

Customer Success (Inbound Service + Sales) Excellence

• Lead an inbound customer success model that schedules services, sells new products/services, and resolves customer needs by driving conversion, service quality, and customer satisfaction.
• Improve operating KPIs such as speed to answer, response time, first-contact resolution, order accuracy, and escalation reduction through coaching, QA, and process refinement (KPIs to be defined/owned by role).

Inside Sales & Account Management Performance

• Own inside sales coverage and productivity for assigned customer segments and territories, ensuring consistent outbound cadence, pipeline hygiene, and revenue attainment.
• Scale best practices for account coverage, whitespace identification, cross-sell/upsell motions, and collaboration with field sales and branches (consistent with inside sales role expectations described in internal job descriptions).

Loyalty / Retention Strategy

• Lead the loyalty/retention desk strategy, including save motions, offer strategy, enablement, and operational improvements.
• Drive measurable retention impact; internal materials reference a 30% save rate target/achievement for loyalty.

Business Development (BDR) & Pipeline Generation

• Own outbound prospecting and BDR programs (NA + GCC), including campaign execution, field alignment, and conversion to qualified opportunities.
• Ensure BDR motions are tightly aligned to priority plays (e.g., targeted prospect lists, inactive account reactivation, inbound lead qualification), consistent with internal inside sales strategy materials.

Global Delivery Model & GCC Value Realization

• Maximize the GCC as a strategic differentiator by moving up the value chain (capability expansion, COE practices, quality management), consistent with GCC "Inside Sales & Customer Service" success-story positioning in internal presentations.
• Create a cohesive talent strategy across NA + GCC including onboarding, training, coaching, leadership development, and workforce planning. Internal training goals emphasize standardizing GCC curriculum and leadership training.

Process, Quality, and Continuous Improvement

• Build a metrics-driven operating cadence (weekly/monthly/QBR) with root-cause problem solving and corrective actions.
• Implement standardized workflows and tooling improvements that reduce cycle time and increase service qualityaligned to broader sales support/process excellence direction.

Technology & Enablement Partnership

• Partner with Sales Ops / CRM / Marketing / eCommerce to improve customer and seller experience across quoting, ordering, case management, and analytics (tools and specific roadmap items to be aligned internally).
• Use insights to drive adoption, productivity, and customer experience improvements.

Qualifications

• Bachelor's Degree required.
• 15+ years of progressive leadership in customer service, customer success, inside sales, contact center operations, and/or revenue operations, including multi-site management.
• Proven ability to lead large, metric-driven operating teams with strong performance management, coaching, and talent development disciplines.
• Experience operating and optimizing a global delivery model (shared services / GCC / offshore + onshore) with strong cross-cultural leadership effectiveness.
• Demonstrated success driving revenue outcomes through inbound/outbound sales motions (conversion, upsell/cross-sell, retention/win-back).
• Strong operational rigor: process design, workflow standardization, QA, analytics, and continuous improvement.
• Executive presence and ability to partner effectively with Sales, Operations, Finance, HR, IT/CRM, and Marketing leaders.
• Ability to travel as needed to support operating cadence, site leadership and key stakeholder alignment across regions.