Customer Experience Account Manager
The Customer Experience Account Manager (CXAM) serves as a strategic commercial liaison aligned with the sales team to proactively manage customers within a designated territory. This role is pivotal in delivering Clean Earth’s best-in-class service experience, fostering long-term partnerships, and driving customer growth. The CXAM is accountable for mitigating churn, expanding share of wallet, and ensuring customer satisfaction through proactive engagement and data-driven insights.
Primary Responsibilities (Essential Functions):
Customer Relationship Management Serve as the primary relationship owner for assigned territory accounts.
Engage with customer to understand their needs/preferences and ensure we deliver accordingly as an organization.
Manage account performance against territory quota and roster metrics.
Conduct regular customer business reviews and present strategic insights cross-functionally.
Retention & Growth
Proactively reduce churn and identify opportunities to expand service offerings. o Quote accounts using the existing price book and strategic account approach. o Answer customer questions and address concerns in an effective and timely manner.
Operational Excellence Monitor account health through analytics and proactive engagement. Drive lifecycle management for profiles, contracts, AR status, and onboarding of new accounts. Collaborate with CX Specialists to ensure order completeness and fulfillment.
Cross-Functional Collaboration Partner with regional Territory Account Managers (TAMs) to generate new profiles and communicate approval status. Escalate service issues using the customer complaint tool and ensure closed-loop resolution. Support pricing alignment, invoice accuracy, and SLA adherence.
Reporting & Insights Generate actionable customer and performance reports to support operational and financial goals. o Track customer satisfaction and monitor account performance.
Leadership & Mentorship Mentor team members as assigned by management. o Lead team huddles and meetings as requested. Perform other related tasks as assigned.