Account Manager

Job Title

This role is accountable for customer retention, revenue protection, service issue resolution, and strategic account growth across an assigned book of business, with 50-75% of time spent in the field supporting customer relationships and service performance.

Key Responsibilities

• Manage and maintain a portfolio of commercial accounts, with direct accountability for account retention, revenue preservation, and long-term customer partnership performance.
• Maintain an annual account retention rate of 85%-92% across the assigned book of business, while actively managing service recovery plans for at-risk accounts.
• Maintain a resign rate greater than 7% by proactively identifying underperforming pricing, service gaps, container right-sizing opportunities, and renewal or repricing actions across the customer base.
• Conduct quarterly account performance reviews on the top 20% of accounts that generate 80% of assigned revenue, including service performance, profitability, contract status, pricing alignment, growth opportunities, and competitive risk assessment.
• Complete routine on-site account visits, service evaluations, and operational walkthroughs to validate service quality, container utilization, contamination issues, hauling frequency, and customer satisfaction.
• Identify and close expansion opportunities within existing accounts through additional services, equipment upgrades, frequency changes, recycling solutions, compactor services, temporary roll-off opportunities, and contract renewals.
• Serve as the primary point of contact for assigned accounts and resolve customer concerns in coordination with operations, customer service, dispatch, billing, and leadership teams.
• Maintain full ownership of account plans, customer communications, open issues, and growth opportunities in the CRM, with timely updates after customer interactions and field visits.
• Provide recurring account forecasts and business reviews to leadership, including retention risk, expected attrition, pipeline expansion opportunities, and key account action plans.
• Monitor service exceptions, missed pickups, contamination issues, overflow events, and billing disputes on assigned accounts and partner with internal teams to reduce recurrence.
• Identify opportunities to improve route density, container utilization, service frequency alignment, and margin performance through structured account reviews.
• Support contract compliance and renewal strategy by tracking expiration dates, rate escalators, service scope changes, and customer pricing history.
• Escalate competitive threats, local market changes, and significant service risks that could affect retention or revenue performance.
• Participate in monthly territory reviews with leadership to evaluate churn exposure, account performance trends, and strategic growth opportunities.

Required Qualifications

• Proven ability to manage customer relationships while meeting retention, revenue, and account growth objectives in an account management, outside sales, or service-based role.
• Strong business judgment and problem-solving skills, with the ability to assess service performance, financial impact, and customer risk within an assigned portfolio.
• Strong verbal and written communication skills, including the ability to conduct business reviews, pricing conversations, and service recovery discussions with customers.
• Ability to work independently in the field, prioritize high-value accounts, and manage multiple account issues, renewals, and growth initiatives at once.

Preferred Qualifications

• Experience in waste management, recycling, environmental services, logistics, or other route-based recurring service industries is strongly preferred.

Skills

• Customer Relationship Management
• Account Management
• Sales
• Revenue Management
• Service Management
• Forecasting
• CRM Systems
• Microsoft Office
• Account Reporting Tools
• Business Judgment
• Problem-Solving
• Verbal Communication
• Written Communication
• Independent Work
• Waste Management Industry Knowledge
• Recycling Industry Knowledge
• Logistics Knowledge