CWS: Major Accounts Program Manager

Job Summary / Position Overview:

We are seeking a motivated and customer-focused Major Accounts Program Manager to oversee and nurture relationships with our key clients. This role is critical to ensuring ongoing customer satisfaction and driving exceptional value through our products and services. The ideal candidate will be a dedicated team player with a strategic mindset, capable of balancing tactical responsibilities with a broad, client-focused perspective.

The Major Accounts Program Manager is responsible for enforcing the ZTERS mission statement by providing the highest quality of customer service in our industry.

Key Soft Skills:

- Positive attitude, high energy, and excitement when working with people (customers, vendors, and employees alike)

- Values punctuality and consistency.

- Self-motivated and able to operate in a fast-paced, often ambiguous environment, applying creativity and challenging conventional thinking/problem-solving

- Dedicated to finding the best and most efficient solutions to problems.

- Have a sense of urgency and a no-excuses mindset to make things happen efficiently.

- Can balance tactical day-to-day work with thoughtful big picture strategic thinking.

Key Responsibilities:

1. Relationship Building

- Act as the main point of contact for key accounts, fostering strong, trust-based relationships, and understanding their business needs and objectives.

- Develop and execute strategic account plans for retention of key clients

- Recognize and cultivate potential opportunities to expand our relationship with clients through additional services or products.

- Prepare and present Quarterly Business Reviews (QBRs) or regular cadence updates, providing clients with insights, results, and strategic value.

- Address and manage complex or escalated customer service concerns, ensuring prompt and effective resolution

- Monitor account health and volume metrics, identifying and addressing any potential issues or challenges.

- Some daytime and overnight travel may be necessary.

2. Contract Management:

- Oversee and manage account contracts, ensuring all terms are met

- Facilitate contract renewals and updates

- Communicate and manage necessary price adjustments, maintaining transparency and clarity with clients.

- Responsible for filing and managing customer contracts and updated data

3. Customer Service and Communication:

- Assist in onboarding new sites and products, ensuring a smooth and positive experience. Understand the Letter of Authorization process to effectively communicate and address different scenarios related to data collection and onboarding tied to existing services for these key clients.

- Excellent communication skills, with the ability to listen actively, de-escalate, communicate clearly, and adapt messaging to fit different client needs.

- Respond promptly and provide accurate and valid information to customer inquiries using the right methods/tools via phone, email, and chat.

- Maintain a positive, empathetic, and professional attitude toward customers at all times.

- Follow up with customers to ensure their issues are resolved, receiving assistance from a Customer Success Support rep as necessary

- Perform outbound collection calls and emails as required

4. Issue Resolution:

- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure mutual resolution.

- Document all customer interactions and resolutions accurately in the operating system.

5. Customer Success:

- Conduct regular check-ins with Customer Success Support Reps to ensure customer satisfaction

- Work closely with internal teams, including sales, account management, waste monitor coordinator, and management to ensure a cohesive approach to customer success.

- Participate in team meetings, providing insights and suggestions to improve overall customer satisfaction and customer success process flow.

- Works independently and makes decisions, however uses appropriate judgment in upward communication regarding customer or vendor concerns

- Provide regular updates and reports to Customer Success Supervisor and Division Manager on the status of major accounts, including progress against goals, contracts, price increases, collections, and priority projects.

Required Qualifications / Experience:

- Customer Service or Account Management Experience

- Selling to and communicating with business executives such as CEO, Owner, President, and Director

- Office Environment Experience

- Experience with remote account management

Preferred Qualifications / Experience:

- PC proficiency (ie Microsoft Office and Windows software applications)

- Strong understanding of Microsoft Excel

- Possess one or more of the following:

o Bachelor’s or Associate’s degree;

o Waste Industry experience

- Strong organizational and time-management skills, with the ability to prioritize and handle multiple tasks simultaneously.

- Strong communication skills, both verbal and written

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Employee assistance program

- Health insurance

- Life insurance

- Paid time off

- Vision insurance

Application Question(s):

- Have you worked directly with business leaders (owners, executives, directors)? How did you tailor your communication for them?

- This role involves remote account management, reporting, and some travel. Does that align with your experience and expectations?

Experience:

- Account management: 1 year (Required)

Ability to Relocate:

- Cypress, TX 77429: Relocate before starting work (Required)

Work Location: In person