Program Manager, Key Accounts

I. Job Summary The Program Manager, Key Accounts role provides high-level customer service for large accounts with minimal growth opportunities, such as school districts and large events. Provide exceptional customer service to large accounts. Handle after-hours calls and bid work. Conduct site visits, waste audits, and address safety concerns. Manage highly transactional accounts. Establishes and maintains a high level of customer satisfaction. Communicates to and works to resolve unique customer issues. Increases revenue and profitability by executing sound plans on retention calls to improve the customers’ service and/or profitability Matches WM services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other WM business opportunities, referring internally as appropriate. Proposes customer solutions that are compliant with appropriate local, state and federal regulations. Updates and secures customer service agreements. Effectively use WM sales productivity software tools (i.e. Prospect and Customer Database, Proposal Program, Pricing Tools, etc.) I. Job Summary The Program Manager, Key Accounts role provides high-level customer service for large accounts with minimal growth opportunities, such as school districts and large events. II. Essential Duties And Responsibilities Provide exceptional customer service to large accounts. Handle after-hours calls and bid work. Conduct site visits, waste audits, and address safety concerns. Manage highly transactional accounts. Establishes and maintains a high level of customer satisfaction. Communicates to and works to resolve unique customer issues. Increases revenue and profitability by executing sound plans on retention calls to improve the customers’ service and/or profitability Matches WM services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other WM business opportunities, referring internally as appropriate. Proposes customer solutions that are compliant with appropriate local, state and federal regulations. Updates and secures customer service agreements. Effectively use WM sales productivity software tools (i.e. Prospect and Customer Database, Proposal Program, Pricing Tools, etc.) III. Qualifications Required Qualifications Bachelor's Degree (accredited) in Sales, Marketing, Business Administration or similar area of study, or in lieu of degree High School Diploma or GED (accredited) and four (4) years of relevant work experience. 2 years of relationship management experience in environmental, waste or related service industry (in addition to education requirement). Preferred Qualifications 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. Benefits At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site. #J-18808-Ljbffr WM