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

All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations. GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.