Retention Account Manager South Region

Retention Account Manager South Region

The Retention Account Manager is responsible for managing a designated book of business across assigned South Region locations with a primary focus on customer retention, service agreement renewals, and reducing customer attrition. This position serves as the primary point of contact for customers considering canceling service by identifying customer concerns, providing effective solutions, and preserving long-term business relationships.

The Retention Account Manager is also responsible for maintaining current service agreements, renewing customer contracts, and identifying opportunities to expand existing customer relationships through additional products and services. This role allows Territory Managers to remain focused on new business development while ensuring existing customers receive exceptional service and retention support.

Essential Duties and Responsibilities

• Manage a designated book of business for assigned South Region locations.
• Build and maintain strong relationships with existing commercial and industrial customers to maximize customer retention and satisfaction.
• Contact customers requesting service cancellation to identify the root cause of dissatisfaction and implement appropriate retention strategies.
• Negotiate service agreements, contract renewals, and pricing solutions that meet both customer needs and company objectives.
• Monitor customer accounts to ensure service agreements remain current and proactively address upcoming contract expirations.
• Maintain a thorough understanding of company services, pricing structures, and service offerings to recommend solutions that best meet customer needs.
• Identify opportunities to increase account penetration by promoting additional company products and services.
• Respond to cancellation requests in accordance with established company policies and escalation procedures.
• Support company pricing initiatives through proactive customer communication and issue resolution.
• Utilize Salesforce CRM daily to document customer interactions, maintain accurate account information, schedule follow-up activities, and manage retention opportunities.
• Capture and maintain accurate customer contact information while minimizing customer credits and rate restrictions.
• Collaborate with Operations, Customer Service, Sales, and other internal departments to resolve customer concerns and improve the overall customer experience.
• Monitor customer satisfaction and proactively identify opportunities for service improvements.
• Meet regularly with leadership to review retention metrics, account activity, customer trends, and performance goals.
• Represent the company professionally by participating in community events, trade associations, Chamber of Commerce meetings, and other company-sponsored activities as appropriate.
• Perform other duties and special projects as assigned.

Minimum Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Minimum of one (1) year of experience in customer retention, account management, sales, or customer service.
• Excellent verbal and written communication skills.
• Strong negotiation, relationship-building, and conflict resolution abilities.
• Demonstrated ability to manage multiple customer accounts while meeting deadlines and maintaining attention to detail.
• Proficiency with Microsoft Office Suite and customer relationship management (CRM) software.
• Ability to work independently while collaborating effectively with cross-functional teams.

Preferred Qualifications

• Experience in the waste, environmental services, transportation, or related industry.
• Previous experience in customer retention or business-to-business account management.
• Experience negotiating service agreements and resolving complex customer concerns.
• Working knowledge of Salesforce CRM.

Knowledge, Skills, and Abilities

• Strong customer service orientation with a focus on relationship management.
• Excellent organizational and time management skills.
• Analytical and problem-solving abilities with sound decision-making skills.
• Ability to influence customer decisions through effective communication and negotiation.
• Ability to maintain confidentiality and professionalism in all customer interactions.
• Self-motivated with the ability to prioritize competing responsibilities in a fast-paced environment.

Working Conditions

• Primarily office-based with frequent telephone and computer use.
• Occasional travel may be required for customer meetings, training, and company events.
• May require extended periods of sitting, typing, and communicating via telephone or video conferencing.

Physical Requirements

• Ability to remain seated for extended periods.
• Ability to use a computer, keyboard, and telephone throughout the workday.
• Ability to occasionally lift or move items weighing up to 20 pounds.

Ecowaste Solutions is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected characteristic in accordance with applicable federal, state, and local laws.